Telco Quality Assurance Lead & Specialist Coach

TP; Davao City; On-site; PHP 335,000 - 670,000; Full time

Job summary

TP in the Philippines seeks an experienced Specialist to monitor and evaluate the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards. The role documents issues and performance measures for management review, and supports feedback and education initiatives for agents.

With Telco experience, you will lead in a specialized discipline, coach others, and help implement short- to medium-term activities aligned with department strategy, often guiding a

Qualifications

• Experience in Telco quality monitoring and evaluation.
• Ability to document quality issues and performance measures.

Responsibilities

• Monitors and evaluates the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards.
• Documents quality issues and performance measures for management review.
• Provides information to support feedback and formal education for agents on the phone.
• Leads or supports specialized discipline activities and may coach others on quality practices.

Skills

Telco experience

Job description

TP in the Philippines seeks an experienced Specialist to monitor and evaluate the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards. The role documents issues and performance measures for management review, and supports feedback and education initiatives for agents.

With Telco experience, you will lead in a specialized discipline, coach others, and help implement short- to medium-term activities aligned with department strategy, often guiding a