QA Team Lead - Quality Assurance & Process Improvement

Tasq Staffing Solutions, Inc.; Taguig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Tasq Staffing Solutions, Inc. is seeking an experienced QA Team Lead to strengthen quality standards and drive continuous improvement.

This onsite role is based in McKinley, Taguig, and requires hands-on leadership of the QA team to ensure excellence in customer interactions. The successful candidate will monitor call quality across inbound and outbound channels, document issues, and coach staff to uphold company and client expectations.

Qualifications

• Non-Negotiable Requirements: Experience supporting international travel accounts
• Non-Negotiable Requirements: With at least 2 years of QA Team Lead experience

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.

Job description

Tasq Staffing Solutions, Inc. is seeking an experienced QA Team Lead to strengthen quality standards and drive continuous improvement.

This onsite role is based in McKinley, Taguig, and requires hands-on leadership of the QA team to ensure excellence in customer interactions. The successful candidate will monitor call quality across inbound and outbound channels, document issues, and coach staff to uphold company and client expectations.