Remote QA Lead for Customer Experience & Team Quality

Everise, Inc.; Hinoba-an; On-site; PHP 500,000 - 900,000; Full time

Job summary

Everise, Inc. in the Philippines is seeking a Team Leader - Quality Assurance to supervise a QA team supporting CSR performance and client quality standards. You will drive quality initiatives, monitor metrics, and coach CSRs to meet client expectations in a fast-paced call center environment.

The ideal candidate has 3-5 years QA leadership experience, strong communication, and analytical skills. This role offers opportunities to lead process improvements and collaborate with cross-functional

Qualifications

• 3-5 years QA experience in a call center environment.
• High school diploma or equivalent; some college preferred.
• Proficiency in MS Word, PowerPoint and Excel.
• Excellent oral and written communication; detail-oriented.
• Analytical and interpersonal skills; able to work independently.

Responsibilities

• Implement the Quality Plan and monitor QA activities.
• Collaborate with Training, Operations and Client on quality specifics.
• Develop strategies to ensure CSRs meet client expectations.
• Monitor progress of team members; propose action plans.
• Attend internal and client meetings and trainings.
• Provide guidance to new hires and less experienced staff.
• Stay updated with program updates and Training Needs Analysis.
• Share quality trends and recommendations with Training and Ops teams.
• Perform other duties as assigned.

Skills

Quality Assurance

Team Leadership

MS Office Proficiency

Communication Skills

Analytical Skills

Education

High School Diploma

Some College

Tools

Microsoft Word

PowerPoint

Excel

Job description

Everise, Inc. in the Philippines is seeking a Team Leader - Quality Assurance to supervise a QA team supporting CSR performance and client quality standards. You will drive quality initiatives, monitor metrics, and coach CSRs to meet client expectations in a fast-paced call center environment.

The ideal candidate has 3-5 years QA leadership experience, strong communication, and analytical skills. This role offers opportunities to lead process improvements and collaborate with cross-functional