QA Team Lead
ExpertiseLocal
- Philippines
- Permanent
- Full-time
- Responsible for overseeing the work of the QA team to ensure SLA’s and KPI’s are met and exceeded
- In conjunction with the Team Manager design, implement and update documented process and performance management strategies to improve QA performance and business efficiencies above targeted goals
- Formulate action plans to meet and exceed targets
- Ensure the team’s compliance with the prescribed internal company policies and guidelines as well as proactively updating policies and procedures as required.
- Call and preside over weekly meetings to discuss with the team the previous week’s performance and issues encountered and drive improvement if the target is not met
- Prepare and send detailed reports regarding the team’s performance to the client that presents weekly and monthly performance on productivity, quality and attendance, and action plans in place in case targets are not met
- Review all performance trackers (Productivity/Quality, Scorecards) and discuss with the Team Leaders the corresponding actions to be taken.
- Evaluate agents and team leader performance and issue performance improvement plans
- Conduct regular documented coaching sessions
- Lead weekly QA calibration sessions with the onshore client
- Perform ad hoc tasks as required
- Analytical, Problem-solving and simplification of workflow
- Excellent interpersonal, organizational and time management skills
- Ability to manage varying skills of employees
- Strong organizational, multi-tasking and delegation skills
- Ability to deal with conflict and disciplinary issues in a positive and timely fashion
- Willingness to sometimes commit duties outside of what is normally required in order to achieve desired results, especially those with a clear deadline of tasks that will affect the productivity of other teams if not done properly
- Excellent communication skills both verbal and written
- Commitment to get the job done
- Excellent leadership skills