QA Team Lead (McKinley) | Onsite

About this role

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:
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.