QA Team Lead (MOA) | Onsite

Philippines·PasayFull-timelead

OtherTeam Lead

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Quick Summary

Key Responsibilities

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

Technical Tools

OtherTeam Lead

Requirements

~1 min read

Experience supporting international travel accounts
At least 2 years of QA Team Lead experience

Responsibilities

~1 min read

→Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
→Documents on quality issues and performance measures for management review.
→Provides information to assist in the feedback and formal education process of individuals on the phone.
→Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.
→Executes specialized projects and activities and typically works according to set principles.
→Usually generates and initiates own workload and doesn't need instructions or guidelines.
→Might also supervise work of less experienced professionals, provide professional expertise and take responsibility for the end product.
→Positions at this level are expected to significantly improve the day-to-day activities/processes.