QA Team Lead – Travel Account (EXPEDIA)

Recruitify_HR; Taguig; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

A recruitment company is seeking an experienced Quality Analyst leader in the BPO travel industry. This role involves leading a QA team, monitoring compliance, and providing coaching to maintain high service standards. Candidates must have at least 6 months as a QA Team Lead in a BPO and a strong background in the travel industry. This position offers the opportunity to drive process improvements and oversee QA activities.

Qualifications

• Minimum 6 months experience as a QA Team Lead in a BPO.
• Strong background in the Travel Industry preferred.
• Experience with Expedia accounts is a big advantage.
• Experience with IGT, WNS, or Foundever is highly preferred.
• BPO experience is REQUIRED.
• No QA Team Lead experience = DO NOT APPLY.

Responsibilities

• Monitor and evaluate calls, emails, and chats for quality.
• Identify performance gaps and improvement opportunities.
• Provide coaching feedback and support training initiatives.
• Prepare quality reports and insights for management review
• Lead and supervise QA activities and projects
• Drive process improvements and operational excellence

Skills

Quality Assurance

Team Leadership

Coaching

Performance Evaluation

Coaching & feedback

Job description

Description

Are you an experienced Quality Analyst leader in the BPO travel industry? Do you have the skills to lead a QA team and maintain world-class service standards? If YES, this opportunity might be for you.

• Monitor and evaluate calls, emails, and chats to ensure quality and compliance
• Identify performance gaps and improvement opportunities
• Provide coaching feedback to agents and support training initiatives
• Prepare quality reports and insights for management review
• Lead and supervise QA activities and projects
• Drive process improvements and operational excellence

Requirements

• Minimum 6 months experience as a QA Team Lead in a BPO
• Strong background in the Travel Industry
• Experience handling Expedia accounts is a BIG advantage
• Experience with IGT, WNS, or Foundever is highly preferred
• BPO experience is REQUIRED
• No QA Team Lead experience = DO NOT APPLY