Quality Assurance Team Lead

Salary Range: Php 25,500 – Php 35,000
Employment Type: Full-Time

Job Summary
We are looking for an experienced Quality Assurance (QA) Team Lead to manage and guide our QA team in monitoring, evaluating, and enhancing the quality of customer interactions across multiple channels, including phone, email, and live chat. This role ensures a consistent, high-quality customer experience while maintaining compliance with company standards.

The ideal candidate has a strong background in quality assurance, contact center operations, and process improvement, with leadership experience in driving continuous improvement initiatives.

Key Responsibilities
Quality Monitoring & Evaluation
Monitor and assess inbound/outbound calls, emails, and chat interactions for quality and compliance.
Document quality issues, performance trends, and provide detailed feedback with actionable insights.
Conduct calibration sessions to ensure consistency in quality assessments across the team.
Maintain and update QA tools, scorecards, and reporting frameworks.
Leadership & Team Management
Lead and mentor a team of QA analysts, providing guidance and performance evaluations.
Support coaching and agent development by collaborating with trainers and team leads.
Oversee short-term QA initiatives and process improvement projects.
Manage daily team operations, ensuring productivity and efficiency.
Reporting & Continuous Improvement
Generate and analyze reports to identify performance gaps and training needs.
Identify process inefficiencies and recommend quality improvements.
Ensure the implementation of best practices in customer service interactions.

Qualifications
Required:
1–2 years of experience in a QA or contact center environment in a supervisory or team lead role.
Strong understanding of quality monitoring techniques, tools, and metrics.
Excellent analytical, communication, and coaching skills.
High attention to detail with a commitment to continuous improvement.
Ability to multitask, meet deadlines, and work independently.
Proficiency in quality management systems and reporting tools (Excel, QA software).
Preferred:
QA certification (e.g., Six Sigma, COPC) is an advantage.
Experience with CRM or call center software platforms.
Background in customer service or technical support teams.

What We Offer
Competitive salary and benefits
Opportunity to lead and make a measurable impact
Supportive and collaborative work environment
Career growth opportunities through training and development programs

If you're a detail-oriented leader with a passion for quality assurance, we encourage you to apply!