Quality Assurance Team Lead - Process & People Champion

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

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