Quality Team Lead

IntouchCX; Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

IntouchCX in Manila, Philippines is seeking a Quality Assurance Team Lead to oversee QA metrics, coaching and calibration processes within a fast-paced contact center environment.

You will lead a team, analyze performance data, collaborate with operations and client partners, and drive continuous improvement initiatives while ensuring service levels and quality standards are met.

Qualifications

• Post-secondary degree or certificate, preferably in Business Management.
• 1–2 years of Quality Assurance experience.
• At least 1 year in leadership, supervisory or coaching role.
• Strong MS Excel, Word, and MS Office skills.
• Type 30 WPM with accuracy.
• Excellent verbal and written communication skills.

Responsibilities

• Manage administrative and reporting tasks associated with quality metrics.
• Assist in providing actionable insights to our 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

MS Excel

MS Word

MS Office

Leadership

Analytical skills

Problem solving

Communication skills

Time management

Education

Business management degree/certificate

Job description

About the Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.

As Quality Assurance Team Lead, You Will…

• Manage administrative and reporting tasks associated with quality metrics
• Assist in providing actionable insights to our 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

As Quality Assurance Team Lead, You Have…

• A post-secondary degree or certificate, preferably in Business Management (a combination of education and work experience will also be considered)
• At least 1-2 years of Quality Assurance experience
• At least one year of experience in a leadership, supervisory or coaching role
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• The ability to type 30 WPM with accuracy
• Strong verbal and written communication skills, including good spelling and grammar skills
• The ability to work under time constraints and meet deadlines
• The ability to work in a fast-paced, hectic and always changing environment
• Excellent leadership, analytical and problem solving skills
• The ability to solve problems and offer suggestions in a positive, developmental manner
• The ability to make fair and consistent judgments and decisions
• The ability to listen attentively use call information to analyze and score calls to ensure compliance with performance metrics
• The ability to handle multiple tasks, details, and interruptions, including organizational and time management skills
• Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Location: Manila, Metro Manila, Philippines