Quality Assurance Team Lead – Travel/Expedia | Taguig, Philippines
Published on CazVidat Virginia Kimani
Apply for Virginia Kimani’s onsite QA Team Lead role in Taguig. Lead quality for a travel/Expedia account; BPO and relevant QA leadership experience required.
Salary
₱34,000 per month
Location
Taguig, National Capital Region, Philippines
Employment type
Full time
Workplace
Not provided
Quality Assurance Team Lead – Travel/Expedia | Taguig, Philippines
₱34,000 per month
Job description
Virginia Kimani is hiring a Quality Assurance Team Lead for a travel account in Taguig, National Capital Region, Philippines.
Position Details
- Account: Travel / Expedia
- Work locations: MOA and McKinley
- Work setup: Onsite
- Schedule: Night shift
- Pay: Up to 34,000 per month
- Employment: Full-time
Role Overview
The Quality Assurance Team Lead monitors and evaluates inbound and outbound calls, email, chat, and other customer interactions for accuracy and compliance with quality standards. This role documents quality issues and performance measures, supports agent feedback and training, and leads short-term team activities and operational improvements.
Responsibilities
- Monitor and evaluate customer interactions across phone, email, chat, and other channels.
- Document quality findings and performance measures for management review.
- Provide feedback and contribute to formal coaching and education for customer-facing employees.
- Lead short-term team activities and take ownership of assigned quality projects.
- Identify opportunities to improve day-to-day processes and team performance.
- Provide professional guidance to less experienced colleagues and oversee work as needed.
Requirements
- At least 6 months of relevant experience as a QA Team Lead.
- Required: BPO experience.
- Strong travel industry experience; Expedia account experience is preferred.
- Experience with IGT, WNS, or Foundever is highly preferred.
- Ability to work onsite on a night shift at MOA or McKinley.
Pre-Screening Information
Please be prepared to provide your educational attainment and confirm whether you have travel or Expedia account experience, including the accounts handled.
Frequently asked questions
Is this position remote or on-site?
This is an on-site position based at MOA and McKinley, Taguig, with no remote work option.
What kind of experience do I need to qualify for this job?
You need a minimum of 6 months experience as a QA Team Lead, preferably within the travel industry, and strong background working with Expedia accounts or similar travel-related BPO services.
What are the working hours or shift for this role?
This role requires working onsite during night shifts at the MOA and McKinley locations.
What will my main responsibilities be as a Quality Assurance Team Lead?
You will monitor and evaluate calls, emails, and chats for quality, provide feedback and coaching to your team, lead projects to improve QA processes, and manage short-term team activities to meet performance goals.
Are there any benefits offered with this job?
Yes, the job offers health insurance coverage, paid time off, retirement plan options, and career development opportunities within a global travel company.