Deskripsi Pekerjaan
Start ASAP! Join Teleperformance (Alphaland, Makati) as a Quality Assurance Team Lead.
Teleperformance, a global leader in customer experience management, is seeking an experienced and dynamic Quality Assurance Team Lead to oversee our QA operations at our Alphaland site in Makati City. In this critical role, you will manage the implementation of quality strategies, guide a team of QA analysts, and ensure our service delivery consistently exceeds client expectations. This is an immediate hiring opportunity for a driven professional ready to make an impact.
As a Team Lead, you will be responsible for operational decisions within a defined scope, focusing on short-term activities to drive long-term quality improvements. You will bridge the gap between operations and client expectations, providing coaching and actionable feedback to frontline teams. If you are passionate about quality, possess strong leadership skills, and thrive in a fast-paced BPO environment, this role is your next career milestone.
At Teleperformance, we offer a competitive compensation package, comprehensive benefits, and an unparalleled career development path. Our supportive culture fosters innovation and recognizes excellence. Take the next step in your career and become part of the world's leading customer experience specialist.
Join the world's leading Business Process Outsourcing (BPO) organization and take your career to new heights. As the Quality Assurance Team Lead at Teleperformance Alphaland, you will be at the forefront of service innovation. We provide top-tier training, competitive salary packages ranging from ₱25,000 to ₱35,000 per month, and a clear path for career progression. If you are ready to lead, inspire, and transform, apply now and start immediately!
Tanggung Jawab
- Manage and oversee the daily activities of the Quality Assurance team, ensuring alignment with operational goals.
- Monitor call handling, processes, and service interactions to ensure adherence to quality standards and client guidelines.
- Conduct regular calibration sessions with QA analysts, operations, and clients to ensure scoring consistency and fairness.
- Analyze quality data to identify trends, root causes, and areas for improvement, providing strategic recommendations to management.
- Develop and implement coaching and action plans for underperforming teams or individuals based on quality findings.
- Prepare and present quality performance reports to internal stakeholders and clients.
- Foster a positive and high-performance culture within the QA team through mentorship, training, and recognition.
- Collaborate with Training and Operations departments to refine processes and improve overall customer experience.
Kualifikasi
- At least 2 years of experience as a Quality Analyst in a BPO or Call Center environment.
- At least 1 year of experience in a leadership or team lead role within Quality Assurance.
- Strong knowledge of quality methodologies, tools, and best practices (e.g., Six Sigma, Calibration, Root Cause Analysis).
- Excellent analytical and problem-solving skills with the ability to interpret complex data sets.
- Outstanding communication and interpersonal skills, with the ability to influence and motivate others.
- Proficient in Microsoft Office applications (Excel, PowerPoint, Word).
- Willingness to work in Alphaland, Makati City, and in a shifting schedule.
- College graduate or equivalent; relevant certifications (COPC, Lean Six Sigma) are a plus.