Team Lead/QA Specialist  

Baytech BPO Corporation is currently providing an exciting opportunity for an experienced Customer Service Team Leader to be part of our growing family. This means that you will deliver the highest level of customer care, by maximizing relationships with our customers as well as taking full responsibility for staff motivation,performance management and quality monitoring.

What will be your duties and responsibilities?

• Monitor agent’s performance (output, competence and quality standard)
• Supervise the work performance and attitude of team members. Ensuring that they adheres to company and client’s standard.
• Serve as mentor and provide coaching and trainings as needed.
• Prepare, analyze and submit internal and external quality reports for management review.
• Perform and evaluate test call/email/chat.
• Provide first level analysis on quality errors and defect trends.
• Conducts Quality Assurance coaching and refresher sessions within the same day a call, email or chat was flagged
• Monitor call quality and ensure agent’s calls are align with Quality Assurance objectives and targets.
• Manage the team, including keeping detailed records of attendance and KPI.
• Create, implement and support call center initiative.
• Perform other related/assigned duties within the center.

What are we looking for?

• At least 2 years work experience as Team Leader/QA Specialist in a BPO Company.
• With experience in handling small team.
• Must have experience in call quality monitoring.
• Excellent verbal and written communication skills.
• Knowledgeable in using quality monitoring data management system (where available) to compile and track performance at team and individual levels
• Has clean record of attendance.
• Must have the ability to maintain effective time planning, organizational skills and time utilization to ensure all tasks are completed within timeframes.
• Experience in training will be an advantage.
• Willing to be on a night shift.