Job Description

Work Setup: Onsite (McKinley, Taguig)

Urgency: Urgent

Status: Active

Account/Category/Campaign: Quality Assurance

We're looking for an experienced QA Team Lead who can strengthen quality standards and drive continuous improvement.

Non-Negotiable Requirements:

• Experience supporting international travel accounts
• With at least 2 years of QA Team Lead experience

Key Responsibilities:

• Carefully monitor and assess the quality of inbound and outbound calls, as well as other customer interactions such as email and chat, ensuring they meet our high standards for accuracy and excellence.
• Meticulously document any quality concerns and key performance metrics to provide insightful reports for management review.
• Offer valuable information to support constructive feedback and formal training programs, helping team members continuously enhance their phone communication skills.
• Occupants of this role possess a deep and comprehensive understanding of their specific field or the wider operational area they serve.
• Take charge of specialized projects and tasks, working confidently within established guidelines and principles.
• Autonomously manage and initiate your own workload, requiring minimal supervision or direction.
• May oversee the work of less experienced colleagues, sharing professional expertise and taking ownership of the final outcomes.
• At this level, individuals are expected to drive meaningful improvements in daily activities and processes, making a significant impact on operational efficiency.