Quality Assurance Lead — Metrics & Coaching

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

Job summary

IntouchCX is seeking a Quality Assurance Team Lead to manage QA metrics, coaching, and calibration scores while partnering with operations and client-partners to achieve service quality goals.

The role requires a post-secondary degree in Business Management, 1–2 years QA experience, and at least 1 year in a leadership role. Proficiency with MS Office and strong communication skills are essential.

Qualifications

• A post-secondary degree or certificate, preferably in Business Management.
• QA experience of 1–2 years.
• At least 1 year in leadership, supervisory or coaching role.
• Intermediate knowledge of MS Excel, MS Word and MS Office.
• Typing 30 WPM with accuracy.
• Strong verbal and written communication skills.
• Ability to work under time constraints and meet deadlines.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Manage administrative and reporting tasks associated with quality metrics.
• Provide actionable insights to Operations Team and client-partners.
• Partner with other support departments to achieve metric goals.
• Review and maintain calibration scores among the QA Team.
• Develop operational statistics and reporting results.
• 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

Analytical thinking

Problem solving

Communication skills

Education

Business Management degree

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX is seeking a Quality Assurance Team Lead to manage QA metrics, coaching, and calibration scores while partnering with operations and client-partners to achieve service quality goals.

The role requires a post-secondary degree in Business Management, 1–2 years QA experience, and at least 1 year in a leadership role. Proficiency with MS Office and strong communication skills are essential.