Quality Assurance Lead - Call Center Excellence

iQor; Talisay; On-site; PHP 240,000 - 420,000; Full time

Job summary

iQor is seeking a QA Supervisor in Talisay City to lead day-to-day supervision of QA agents and monitor call recordings for quality consistency across business units. You will coach, mentor, and partner with Operations to drive continuous improvement in customer experience.

The role requires 3+ years of call center experience and 1+ year in call quality. A high school diploma or equivalent is required, with opportunities for growth within a global team.

Qualifications

• 3+ years of call center experience in collections/sales/customer service/technical support.
• 1+ years of call quality experience.

Responsibilities

• Mentor and coach QA agents to improve performance.
• Analyze data from call monitoring to drive improvement actions.
• Collaborate with Operations and Training to address agents not meeting goals.
• Ensure adherence to call center objectives, standards, and policies.
• Monitor and evaluate agent performance, provide coaching, and take corrective action.

Skills

Call center experience

Call quality experience

Education

High school diploma

Job description

iQor is seeking a QA Supervisor in Talisay City to lead day-to-day supervision of QA agents and monitor call recordings for quality consistency across business units. You will coach, mentor, and partner with Operations to drive continuous improvement in customer experience.

The role requires 3+ years of call center experience and 1+ year in call quality. A high school diploma or equivalent is required, with opportunities for growth within a global team.