Quality Assurance Team Lead (Clark, Pampanga)

About the Job :

Quality Assurance Team Lead (Clark, Pampanga) | Onsite

Start ASAP.

Responsibilities :

• Monitor and assess the quality of inbound and / or outbound calls and other customer interactions (such as email and chat) to ensure accuracy and compliance with quality standards.
• Record and report quality issues and performance metrics for management review.
• Provide feedback and support during formal coaching and training sessions for team members on the phone.
• Possess comprehensive knowledge of the specific discipline or the broader operational area.
• Lead specialized projects and activities, typically following established principles and procedures.
• Take initiative in managing your own workload without requiring detailed instructions or guidelines.
• May supervise less experienced professionals, offering expert guidance and taking responsibility for the quality of their deliverables.

Requirements :