Quality Assurance Lead – Call Center Performance

Teleperformance; Philippines; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance Philippines seeks a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring adherence to quality standards. You will provide actionable feedback, drive performance improvements, and generate detailed QA reports.

You will identify trends, collaborate with team leads to develop coaching programs, and maintain thorough QA documentation to support process enhancements and policy compliance.

Qualifications

• Experience in quality assurance within a contact center or customer service environment.
• Detail-oriented with the ability to identify discrepancies and drive improvements.
• Strong written and verbal communication with the ability to provide constructive feedback.
• Proficient in QA tools and evaluating systems.

Responsibilities

• Monitor and evaluate customer service interactions to ensure compliance with quality standards.
• Conduct detailed QA assessments and provide feedback to agents to improve performance.
• Identify trends and escalate concerns to management for strategic action.
• Prepare QA reports and analytics to track performance and compliance.
• Collaborate with team leads to develop coaching and training programs from QA findings.
• Maintain documentation of QA activities and records of evaluations.
• Support development of QA processes, tools, and scorecards.
• Ensure adherence to policies, client requirements, and regulatory standards.
• Participate in calibration sessions for consistency in evaluations.
• Provide guidance to junior QA team members as needed.

Skills

Quality assurance

Call center ops

Feedback delivery

Attention to detail

Communication skills

Analytical skills

MS Office

Team collaboration

Tools

QA tools

Call recording systems

Job description

Teleperformance Philippines seeks a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring adherence to quality standards. You will provide actionable feedback, drive performance improvements, and generate detailed QA reports.

You will identify trends, collaborate with team leads to develop coaching programs, and maintain thorough QA documentation to support process enhancements and policy compliance.