Quality Manager

TASQ Staffing Solutions; Taguig; On-site; PHP 558,000 - 781,200; Full time

Job summary

A staffing solutions company in the Philippines is looking for a QA Team Lead to ensure compliance with quality standards in customer interactions. The ideal candidate should have at least 4 years of experience in quality assurance and the ability to lead a team effectively. Responsibilities include monitoring interactions, preparing quality reports, and coaching team members for improved performance. This role demands strong leadership and expertise in quality assurance processes.

Qualifications

• Proven experience supporting international travel accounts.
• Minimum of 4 years' experience as a QA Team Lead.

Responsibilities

• Conducts quality monitoring and evaluation of inbound and outbound customer interactions.
• Prepares and maintains detailed quality reports for performance management.
• Supports coaching, feedback, and formal training for agents.
• Acts as a subject matter expert in quality assurance.
• Leads development and implementation of process improvements.
• Provides coaching, mentoring, and training to team members.

Skills

International travel account support

Quality assurance techniques

Team leadership

Job description

Qualifications:

• Proven experience supporting international travel accounts.
• Minimum of 4 years' experience as a QA Team Lead.

Key Responsibilities:

• Conducts quality monitoring and evaluation of inbound and outbound customer interactions across multiple channels (calls, email, chat) to ensure compliance with established quality standards.
• Prepares and maintains detailed quality reports, highlighting performance trends and improvement areas for management review.
• Supports coaching, feedback, and formal training initiatives to enhance agent performance and service quality.
• Acts as a subject matter expert within a specialized function, with strong working knowledge of related disciplines.
• Leads the development and implementation of solutions for complex programs, projects, and process improvements.
• Serves as a key authority in quality-related decisions and provides coaching, mentoring, and training to team members.