Quality Assurance Team Lead in Taguig, Philippines

Quality Assurance Team Lead - Travel | Expedia Account Company: Virginia Kimani Location: Taguig, National Capital Region, Philippines (MOA & McKinley) Work Setup & Schedule: Onsite, Night Shift Salary: Up to 34,000 PHP per month Job Description As a Quality Assurance Team Lead, you will monitor and evaluate the quality of inbound and outbound telephone calls and other customer contact methods such as email and chat. You will ensure accuracy and adherence to quality standards, document quality issues, and provide performance feedback to improve individual and team outcomes. You will manage a team of individual contributors, oversee short-term activities, and execute specialized projects. This role requires comprehensive knowledge of quality assurance processes within the travel industry, particularly with Expedia accounts. Key Responsibilities Monitor and evaluate inbound/outbound calls and other customer interactions for quality and compliance. Document quality issues and performance metrics for management review. Provide constructive feedback and support formal education processes for team members. Manage and oversee team activities and ensure operational decisions align with quality standards. Lead specialized projects and improve day-to-day processes. Supervise less experienced professionals and ensure delivery of high-quality outputs. Non-Negotiable Requirements At least 6 months of relevant experience as a QA Team Lead. Strong background in the travel industry, preferably with Expedia account experience. Experience working with IGT, WNS, or Foundever is highly preferred. Prior BPO experience is mandatory. Additional Information Work location is onsite at MOA and McKinley, Taguig. Night shift schedule. Full-time employment. Apply now to join Virginia Kimani and lead a dynamic QA team in the travel industry!