Quality Assurance Team Lead

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.