Quality Assurance Lead

Everise, Inc.; Hinoba-an; On-site; PHP 500,000 - 900,000; Full time

Job summary

Everise, Inc. in the Philippines is seeking a Team Leader - Quality Assurance to supervise a QA team supporting CSR performance and client quality standards. You will drive quality initiatives, monitor metrics, and coach CSRs to meet client expectations in a fast-paced call center environment.

The ideal candidate has 3-5 years QA leadership experience, strong communication, and analytical skills. This role offers opportunities to lead process improvements and collaborate with cross-functional

Qualifications

• 3-5 years QA experience in a call center environment.
• High school diploma or equivalent; some college preferred.
• Proficiency in MS Word, PowerPoint and Excel.
• Excellent oral and written communication; detail-oriented.
• Analytical and interpersonal skills; able to work independently.

Responsibilities

• Implement the Quality Plan and monitor QA activities.
• Collaborate with Training, Operations and Client on quality specifics.
• Develop strategies to ensure CSRs meet client expectations.
• Monitor progress of team members; propose action plans.
• Attend internal and client meetings and trainings.
• Provide guidance to new hires and less experienced staff.
• Stay updated with program updates and Training Needs Analysis.
• Share quality trends and recommendations with Training and Ops teams.
• Perform other duties as assigned.

Skills

Quality Assurance

Team Leadership

MS Office Proficiency

Communication Skills

Analytical Skills

Education

High School Diploma

Some College

Tools

Microsoft Word

PowerPoint

Excel

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose

The Team Leader - Quality Assurance (NE) is responsible for the daily supervision and management of a team of quality assurance representatives (QAR). The Team Leader’s primary role is to oversee the daily operations of the QA Team and to ensure quality program and initiatives are carried out to meet and exceed the standards set forth by Everise and the client.

Job Requirements

• Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
• Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
• Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
• Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
• Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
• Provide guidance as needed to both new hires and less experienced staff
• Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
• Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
• Provide quality trends and make recommendations for up‑training and/or skills enhancement to Training and Operations teams
• Perform other duties and responsibilities that maybe assigned from time to time

Qualifications

• 3-5 years QA experience in a call center environment
• High school diploma or equivalent required - some college preferred
• Proficiency in Microsoft Office applications, especially MS Word, Power Point and Excel
• Excellent oral and written communication skills Detail-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.