Agent Quality Control Team Lead (MNL)
Summary
The QA Lead manages the QA team and is responsible for overall QA processes,
methodologies, and strategy improvements. Monitoring of overall QA objectives and
deliverables to customers based on quality standards.
Tasks and responsibilities:
● Supervise a team of Quality Control Specialists to ensure company policies are
carried out and adhered to
● Responsible for the administrative needs of the Quality Control Specialists including
but not limited to schedule uploading, leave approval, etc
● Meet or exceeds all Quality initiatives/goals by ensuring processes are followed
● Establish internal policies and procedures that contribute to the efficiency,
productivity, and effectiveness of the Quality Team
● Assist in preparing Quality Improvement Plans by reviewing Quality parameters and
make changes whenever necessary in consultation with Operations
● Facilitate calibrations / do client interfacing
● Accountable for the performance of Quality Control Specialists by mentoring,
creating, and maintaining development plans, conducting performance appraisals,
recommending training, and encouraging individual employee participation in
decision-making
● Monitor accounts’ Quality performance through gathering relevant data and
producing various statistical/trend reports
● Support new process development, continuous improvement, and cost reduction
opportunities
Requirements
Qualifications
● Career Level
● Minimum of 2 Years Experienced Employee as a Senior QA Team Lead
● Willing to work onsite (Pasig City)
● No attendance issues
● Has knowledge of 7 basic quality tools and root cause analysis
● Has strong Analytical Skills
● Has strong reporting background
● Proficient with Excel
● Clear on Background Verification/No derogatory record
● No Health Issues
● Preferable Age – between 25-40
● Not a working student
