Location
taguig
Job Type
Full-time
Posted
May 27, 2026
Job Description
Qualifications:
- Proven experience supporting international travel accounts.
- Minimum of 4 years' experience as a QA Team Lead.
Key Responsibilities:
- Conducts quality monitoring and evaluation of inbound and outbound customer interactions across multiple channels (calls, email, chat) to ensure compliance with established quality standards.
- Prepares and maintains detailed quality reports, highlighting performance trends and improvement areas for management review.
- Supports coaching, feedback, and formal training initiatives to enhance agent performance and service quality.
- Acts as a subject matter expert within a specialized function, with strong working knowledge of related disciplines.
- Leads the development and implementation of solutions for complex programs, projects, and process improvements.
- Serves as a key authority in quality-related decisions and provides coaching...