URGENT HIRING ! QA TEAM LEADER | Teleperformance Davao

The Opportunity

Teleperformance, a leading global provider of outsourced customer experience management services, is urgently seeking a dynamic and experienced QA Team Leader to join their team in Davao. In this full-time role, you will play a pivotal part in ensuring the delivery of exceptional customer service and quality assurance across the organisation.

• Manage a team of Quality Assurance (QA) specialists, providing guidance, support and performance feedback to drive continuous improvement
• Monitor and evaluate team member performance, identifying training needs and implementing strategies to enhance quality and productivity
• Develop and implement quality assurance processes, policies and metrics to measure and optimise the performance of the contact centre
• Analyse contact centre data and generate insightful reports to inform decision-making and drive operational enhancements
• Collaborate cross-functionally with other teams to identify and resolve customer experience and quality issues
• Provide coaching and mentoring to team members to develop their skills and knowledge
• Ensure compliance with company policies, industry regulations and client requirements

• Minimum of 2 years' experience in a call centre or contact centre environment, with a proven track record of leading a team of QA specialists
• Strong understanding of quality assurance principles, metrics and best practices in the contact centre industry
• Excellent communication and interpersonal skills, with the ability to effectively lead, coach and motivate a team
• Proficient in data analysis and report generation, with the ability to translate insights into actionable improvements
• Hands-on experience in developing and implementing quality assurance processes and procedures
• Thorough knowledge of customer service best practices and a deep commitment to delivering exceptional customer experiences
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

If you're ready to take the next step in your career and join a global leader in customer experience management, we encourage you to apply now.