QA Team Lead

Gratitude Inc

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2 hours ago

QA Team Lead

1-3 Year(s)

30 - 35 Thousand p.m

Manila (Pasay City, Taguig)

Job Description

Key Skills

Travel Accounts Monitors and evaluates the quality of inbound and/or outbound telephone calls Expedia QA Team Lead

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Job Title: QA Team Lead
Account :Travel| Expedia
Work Location: MOA & Mckinley
Work Setup & Schedule: Onsite/Night Shift
Salary: Up to 35,000

Job description :
Monitors and evaluates the quality of inbound and/or outbound telephone calls
and other customer contact methods (e.g., email, chat) for accuracy and
adherence to quality standards.
 Documents on quality issues and performance measures for management
review.
 Provides information to assist in the feedback and formal education process of
individuals on the phone.
 Positions on this level have comprehensive knowledge of the specific discipline
or the broader area in which the position operates.
 Executes specialized projects and activities and typically works according to set
principles.
 Usually generates and initiates own workload and doesn’t need instructions or
guidelines.
 Might also supervise work of less experienced professionals, provide
professional expertise and take responsibility for the end product.
 Positions at this level are expected to significantly improve the day-to-day
activities/processes.
Manages and oversee the implementation of short-term activities within the team.
Decisions are of an operational nature within a defined scope. Positions on this level
deliver their share of professional responsibilities focusing on professional excellence.
Typically manages a team of Individual Contributor co-workers.

Non-Negotiable Requirements:
Minimum of 6 months relevant experience as a QA Team Lead
Strong background in the travel industry, with a preference for candidates who have handled Expedia accounts.
Experience with IGT, WNS, or Foundever is highly preferred.
BPO experience is a must

Role

QA Lead

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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