QA Team Lead (MOA) | Onsite

TASQ Staffing Solutions; Pasay; On-site; PHP 558,000 - 781,200; Full time

Job summary

A staffing solutions provider is seeking a QA Team Lead in Pasay, Philippines. This role involves monitoring and evaluating the quality of customer interactions, documenting quality issues, and providing feedback to improve standards. The ideal candidate should have a minimum of 2 years of QA Team Lead experience and knowledge of international travel accounts. This position requires someone who can enhance quality standards and drive continuous improvement in processes.

Qualifications

• Experience in monitoring and evaluating quality of customer interactions.
• Ability to document quality issues for management review.

Responsibilities

• Monitors and evaluates the quality of customer contact methods.
• Documents quality issues and performance measures.
• Provides feedback for individuals on calls.

Skills

Experience supporting international travel accounts

At least 2 years of QA Team Lead experience

Job description

Work Setup

Onsite (MOA, Pasay)

Urgency

Urgent

Status

Active

Account/Category/Campaign

Quality Assurance

Job Summary

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.