Quality Team Lead

IntouchCX; Manila; On-site; PHP 558,000 - 1,116,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Team Lead to drive quality metrics, coach team members, and deliver actionable insights to operations and client-partners. You will collaborate with multiple departments to meet performance goals and maintain calibration scores.

The role requires a foundational QA background, leadership experience, and strong communication. You will operate in a fast-paced environment with time-sensitive deliverables and continuous improvement opportunities.

Qualifications

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

Responsibilities

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

Skills

Leadership

QA experience

Typing 30 WPM

Verbal & written communication

Time management

Education

Post-secondary degree or certificate in Business Management

Tools

MS Excel

MS Word

MS Office

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