Quality Assurance Team Lead - Clark Pampangga

Teleperformance; Mabalacat; On-site; PHP 279,000 - 391,000; Full time

Job summary

Teleperformance Philippines is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls and other customer interactions, ensuring adherence to standards. You will document quality issues and performance metrics for management review and provide information to support feedback and education processes for agents.

The role includes supporting short-term team initiatives and ongoing improvements in day-to-day activities, aligning with Teleperformance's quality

Qualifications

• Ability to listen to calls and interactions and identify quality issues.
• Good data entry and documentation accuracy for performance metrics.
• Strong written and spoken English communication for feedback and reporting.

Responsibilities

• Monitor and evaluate inbound/outbound calls and other customer contacts for quality compliance.
• Document quality issues and performance metrics for management review.
• Provide feedback to agents and support the formal education process.
• Contribute to continuous improvement of call handling and customer experience.

Skills

Attention to detail

Analytical skills

Communication skills

Education

High school diploma or equivalent

Tools

Excel basics

Job description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesnt need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers. Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesnt need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.