Quality Assurance Team Lead - Teleperformance Fairview (Retail Account)
Teleperformance Muntinlupa Full-time
Quality Assurance Team Lead (Retail Account)
- Fairview, Quezon City
- Teleperformance Philippines
Job Summary
We are seeking an experienced and detail-oriented Quality Assurance Team Lead to oversee QA operations for a retail account at our Fairview site. The role is responsible for driving quality performance, ensuring compliance with client standards, and leading a team of QA analysts to deliver excellent customer experience.
Key Responsibilities- Lead, coach, and develop a team of Quality Analysts
- Monitor and evaluate customer interactions based on quality standards
- Provide actionable feedback and conduct calibration sessions
- Analyze quality trends and identify areas for improvement
- Partner with Operations to drive performance and customer satisfaction
- Ensure adherence to client and company policies
- Prepare and present quality reports to stakeholders
- At least 1–2 years of experience in Quality Assurance within a BPO setting
- Minimum 1 year leadership experience (Team Lead or similar role)
- Experience handling a retail account is preferred
- Strong analytical and coaching skills
- Excellent communication and stakeholder management skills
- Proficient in QA tools, reporting, and data analysis
- Competitive salary and benefits package
- Career growth and leadership development opportunities
- Dynamic and supportive work environment
- Exposure to global retail clients
- Teleperformance Fairview, Quezon City (On-site)
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