Quality Assurance Lead: Coach, Insights & Metrics

IntouchCX; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Team Lead to oversee QA metrics, coaching, and leadership within a fast-paced global support environment. The role emphasizes collaboration with Operations and client-partners to meet performance goals.

The ideal candidate will have a post-secondary degree in Business Management, 1–2 years QA experience, and at least 1 year in a supervisory role, with strong MS Office skills and excellent communication abilities.

Qualifications

• Post-secondary degree or certificate in Business Management.
• 1–2 years Quality Assurance experience.
• At least 1 year in a leadership, supervisory or coaching role.
• Intermediate knowledge of MS Excel, MS Word and MS Office.
• Ability to type 30 WPM with accuracy.
• Strong verbal and written communication skills.
• Ability to work under time constraints and meet deadlines.
• Work in a fast-paced, changing environment.
• Excellent leadership, analytical and problem solving skills.
• Ability to listen attentively and score calls for compliance.
• Handle multiple tasks, details and interruptions.
• Interact with employees at all levels.

Responsibilities

• Manage administrative and reporting tasks associated with quality metrics.
• Assist in providing actionable insights to Operations Team and client-partners.
• Partner with other support departments to achieve metric goals.
• Assist in reviewing and maintaining calibration scores among the QA Team.
• Maintain and develop pertinent operational statistics, financial management information and results reporting.
• Support and contribute to Business Development initiatives.
• Research escalated issues to deliver coaching opportunities.
• Report scripting problems or questions from callers to appropriate departments.
• Distribute client-partner and company related correspondence.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Analytical thinking

Problem solving

Verbal and written communication

Time management

Multitasking

Adaptability

Team collaboration

Education

Post-secondary degree or certificate in Business Management

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX is seeking a Quality Assurance Team Lead to oversee QA metrics, coaching, and leadership within a fast-paced global support environment. The role emphasizes collaboration with Operations and client-partners to meet performance goals.

The ideal candidate will have a post-secondary degree in Business Management, 1–2 years QA experience, and at least 1 year in a supervisory role, with strong MS Office skills and excellent communication abilities.