QA Team Lead (MOA) | Onsite

Tasq Staffing Solutions, Inc.; Pasay; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Tasq Staffing Solutions, Inc. is actively seeking an experienced QA Team Lead to strengthen quality standards onsite at MOA, Pasay. The role focuses on driving continuous improvement for international travel accounts and leading a QA team to meet rigorous quality goals.

The ideal candidate will monitor call quality across channels, document issues, and coach staff to maintain service excellence, while advancing day-to-day processes and project initiatives.

Qualifications

• Experience leading QA teams and driving quality improvements.
• Experience supporting international travel accounts.
• Willingness to work onsite in Pasay MOA area.

Responsibilities

• Monitors and evaluates the quality of calls and other customer contacts for accuracy against standards.
• Documents quality issues and performance metrics for management review.
• Provides information to support feedback and formal coaching of staff.
• Holds comprehensive knowledge of the discipline or broader area.
• Executes specialized projects following set principles.
• Usually generates own workload and works with minimal guidance.
• May supervise less experienced professionals and assume responsibility for end products.
• Seeks to significantly improve day-to-day activities and processes.

Skills

QA Team Lead

Travel accounts

Onsite work

Job description

Work Setup: Onsite (MOA, Pasay)

Urgency: Urgent

Status: Active

Account/Category/Campaign: Quality Assurance

We're looking for an experienced QA Team Lead who can strengthen quality standards and drive continuous improvement.

Non-Negotiable Requirements:

• Experience supporting international travel accounts
• At least 2 years of QA Team Lead experience

Key Responsibilities:

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents on quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.
• Executes specialized projects and activities and typically works according to set principles.
• Usually generates and initiates own workload and doesn't need instructions or guidelines.
• Might also supervise work of less experienced professionals, provide professional expertise and take responsibility for the end product.
• Positions at this level are expected to significantly improve the day-to-day activities/processes.