Quality Assurance Team Lead (Clark) | Onsite
Posted
Summary
Leads a quality assurance team at an onsite Clark, Pampanga operation, monitoring inbound/outbound calls plus email and chat interactions for quality and compliance, documenting performance metrics, and coaching agents. Requires prior QA leadership and team-management experience; this is a customer-service QA role, not software testing.
Location: Clark, Pampanga, Philippines
Work Arrangement: Onsite (Clark)
Do you have a strong background in quality assurance and leadership? Join our team as a QA Team Lead and help drive operational excellence in customer experience.
Responsibilities:
- Monitor and evaluate the quality of inbound/outbound calls and other customer interactions (e.g., email, chat) for accuracy and adherence to company standards.
- Document quality issues and performance metrics for review and improvement.
- Provide constructive feedback to agents and support ongoing coaching and training efforts.
- Lead QA initiatives with a deep understanding of quality frameworks and best practices.
- Take ownership of specialized projects and manage tasks independently with minimal supervision.
- May guide or supervise less experienced professionals, ensuring quality and consistency in deliverables.
Qualifications:
- Prior experience as a Quality Assurance Team Lead or in a similar leadership role.
- Proven ability to improve day-to-day processes and drive performance enhancements.
- Strong operational decision-making within a defined scope.
- Experience in managing a team of individual contributors.
- A proactive mindset, focused on delivering high-quality results with professionalism.