Senior QA & Team Lead - Customer Care Ops

UpraisIT; Metro Manila; On-site; PHP 284,000 - 341,000; Full time

Job summary

UpraisIT is looking for an experienced Senior Agent to join our customer service operations in Ortigas, Pasig City. This dual-role position blends quality assurance with team leadership, focusing on monitoring call quality and guiding team members on day-to-day tasks.

Ideal candidates will have hands-on QA monitoring, coaching, and strong communication skills, with the ability to balance individual performance with team objectives.

Qualifications

• 2–3 years in BPO or call center operations.
• At least 1 year of experience in QA or supervisory role.
• Strong call monitoring and quality evaluation experience.
• Excellent verbal and written communication skills.
• Willingness to work onsite and follow shift schedule.

Responsibilities

• Handle customer calls while performing QA and team support.
• Monitor and evaluate calls based on quality standards.
• Provide feedback, coaching, and recommendations to team members.
• Track performance, attendance, and productivity.
• Prepare QA reports and scorecards.

Skills

QA monitoring

Team leadership

Call center operations

Coaching & mentoring

Performance metrics

Customer service excellence

Tools

CRM software

Reporting tools

Microsoft Office

Job description

UpraisIT is looking for an experienced Senior Agent to join our customer service operations in Ortigas, Pasig City. This dual-role position blends quality assurance with team leadership, focusing on monitoring call quality and guiding team members on day-to-day tasks.

Ideal candidates will have hands-on QA monitoring, coaching, and strong communication skills, with the ability to balance individual performance with team objectives.