ph Quality Assurance leadTSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive Salary Package
2:00 AM to 11:00 AM, Sunday to Friday primary schedule with flexibility to a rotational roster depending on business needs (Night diff. applies to night shift)
On-site set-up
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Full time role available
Job Description
The Quality Assurance Lead is an integral role to TSA that is responsible for the monitoring & reporting on TSA's and Telstra's expected compliance, policies and quality standards both onshore and offshore.
The Quality Assurance Leadwill be required to work closely with the Quality Assurance Manager and all internal departments and external clients.
You will lead the Quality Assurance and Insights Teams' success through its people.
You are expected to:
Quality Assurance and Compliance
Point of expertise & reference for compliance introduction, standards, changes & queries.
Ensure quality of performance for Team Members
Support the continuous improvement of training modules, programmes within Operations to ensure alignment of QA standards and processes.
Reporting
Periodic reporting to management
o QA performance
o QA outcomes/results
o QA risks and insights
Identifies and reports on compliance breaches, potential risks / threats and policy, procedure & standards adherence.
Tasks onshore and offshore to be audited, documented and tracked and feedback conveyed to main stakeholders.
Leadership
Forecasting of monthly targets
Team adherence to weekly and monthly targets
People Management
Demonstrate effective communication throughout key stakeholders.
Liaise with managers and sales channel to identify growth patterns and business requirements.
Management of Quality Assurance staff to achieve team goals.
Oversee staff day to day operations
Conduct Performance Management and identify performance or competency gaps when applicable
Coaching and development of team members
o Conduct audit of QA staff
o Conduct side by side coaching
o Conduct team or individual training as required
Host weekly team meetings
Host weekly calibration sessions
Conduct monthly one on one meetings with all team members
Qualifications
Must have at least 1 yr. Quality Assurance supervisory experience in a BPO setting
Working Knowledge on the following:
Quality and Standards
Legislation and Regulatory Requirements
Understanding our Business
Information Systems Support Knowledge
Organisation and Planning
Effective communication, organizational and time management skills
Strong interpersonal skills with ability to work plan and organize
Strong troubleshooting and problem solving skills
Microsoft Excel Experience preferred (intermediate level)
Excellent listening comprehension
Online applications only
Hit the I'm Interested button to apply!
Can you think of a highly suitable referral? Select Refer a friend now!
*Terms & Conditions apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
Like & Share the TSA FB Page and be up to date with TSA News!
Check out our social media pages:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time