Quality Team Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads a team of Quality Analysts

● Conduct quality assurance evaluations (internal audits) based on samples for employees to improve their overall competence which identifies both strengths and development opportunities·

● Perform analysis on quality trends and flag quality-related risks to the project leadership·

● Provides immediate feedback to employees who incur critical error·

● Conducts regular feedback sessions to employees regarding their quality audits to ensure process consistency and reduce error disputes·

● Spearheads internal and external calibration sessions and provides calibration results.

● Help improve our frontline consultants, technical competence through quality evaluations, identifying both strengths and development opportunities.

● Conduct audit the auditor

● Spearhead process improvement initiatives

● Ability to communicate well to stakeholders

● Generates weekly, monthly, and quarterly quality audit-related reports which shall be sent out to internal clients such as Operations Manager and Team Captain.

● Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action·

● Be open and flexible to new ideas that may alter team goals.

● Perform other duties as assigned

MINIMUM REQUIREMENT QUALIFICATIONS

• Bachelor's/College degree

• With at least two years of Quality Supervisor experience

• Extensive experience in audit and quality management.

• Knowledge of tools, concepts, and methodologies of QA

• At least 4-years of experience in doing a quality audit for any related campaign in a BPO setting.

• Strong written and verbal English communication skills

• Experience in developing and maintaining relationships with key internal/external stakeholders.

• Ability to work with deadlines and under pressure with a positive attitude.