QA Team Leader

Customer Frontline Solutions, Inc; Metro Manila; On-site; PHP 60,000 - 100,000; Full time

Job summary

Customer Frontline Solutions, Inc. is seeking a QA Team Lead to manage day-to-day planning and operations of the QA team, onsite at Meralco Lopez in Ortigas, Pasig.

You will coordinate sample size planning with Meralco, assign daily productivity targets, and coach the team while ensuring data integrity in QA logs and reports.

Qualifications

• Graduate of any 4-year course.
• Proficient in MS Word, MS Excel, MS PowerPoint.
• Experience creating and maintaining dashboards with MS Excel or PowerBI.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and adherence to schedules.
• Flexible and diligent in handling tasks.
• Experience coaching QA problems or infractions.
• Able to monitor team KPI performance (quality, productivity, adherence).
• Willing to work onsite in Ortigas, Pasig and conduct fieldwork at Meralco sites.

Responsibilities

• Manage day-to-day planning and operations of QA team.
• Coordinate with Meralco for projected transaction volumes for sample size to QA staff.
• Delegate target productivity on a daily basis and other tasks to QA staff.
• Communicate performance targets to QA staff and distribute sample size considering workdays/holidays/leaves.
• Perform re-checking of audited cases by QA staff.
• Check and validate data logs on monitoring file versus uploaded QA CIR/CDR.
• Train and develop the team via huddles and coaching sessions.
• Conduct performance evaluation of QA staff.
• Prepare performance reports and summaries weekly, monthly, quarterly, and annually.
• Create reports on the team’s performance and document client feedback.
• The position is a Full-time role.
• Work location onsite at Meralco Lopez.

Skills

Data analysis

Power BI

MS Office

KPI monitoring

Coaching

Attention to detail

Analytical thinking

Problem solving

Report writing

Education

4-year college degree

Tools

MS Excel

Power BI

MS Word

MS PowerPoint

Job description

Job Description

• Manage day-to-day planning and operations of QA team.
• Coordinate with Meralco for the projected transaction volumes at Meralco sites as this will be the basis of sample size to be distributed to QA Staff
• Delegate target productivity on a daily basis and other tasks to QA Staffs, as deemed necessary.
• Communicate the performance target to the QA staff. The sample size shall be distributed to all QA staff. QA/TL shall consider the number of working days, holidays, and the planned leave(s) of the QA staff in the distribution of target sample size.
• Perform re-checking of audited cases by QA Staff.
• Check and validate the accuracy of data logs on monitoring file versus uploaded accomplished QA CIR and CDR.
• Train and help in the development of the team by conducting team huddles and coaching sessions.
• Conduct performance evaluation of QA Staff
• Prepares performance reports by collecting, analyzing, and summarizing data and trends for weekly, monthly, quarterly, and annual reports.
• Create reports on the team's performance and document feedback from client.
• The position is a Full-time role.
• The work location for this role is onsite at the client office- Meralco Lopez.

Qualifications

• Male / Female
• Graduate of any 4-year course
• Proficient to MS Office applications - MS Word, MS Excel, MS Powerpoint.
• Can interpret data into a report - has experience in creating and maintaining databases and dashboards using MS Excel or PowerBI.
• Excellent analytical skills and problem-solving skills, good insight and judgment as well as innovative and creative thinking.
• Strong attention to details and strict adherence to report schedules, guidelines and policies.
• Flexible and diligent in handling tasks
• Experience in conducting coaching for QA problems or infractions
• Able to monitor team's performance in meeting the KPIs that includes - Job Quality, Productivity, Adherence to Schedule and others
• Amenable to work in Ortigas, Pasig and conduct fieldwork to Meralco sites, as necessary.