Quality Assurance Team Lead (Clark) | Onsite

Mabalacat City, Central Luzon, Philippines

About the job Quality Assurance Team Lead (Clark) | Onsite

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 profe...