Quality Assurance Team Lead (Travel Background) | TP MOA

What you'll be doing

1. Monitor and evaluate agent interactions to identify needs and opportunities for improvement
2. Provide regular feedback and coaching to agents to enhance their skills and performance
3. Collaborate with the management team to develop and implement quality assurance strategies
4. Analyze data and generate reports to track quality metrics and identify trends
5. Ensure contact center operations adhere to company policies and procedures
6. Foster a positive and motivating work environment for the team

What we're looking for

1. Minimum 2 years experience in a quality assurance or team leader role within a call center or BPO environment
2. Preferably with Travel Experience (FedEx)
3. Strong communication and interpersonal skills, with the ability to provide constructive feedback
4. Proficiency in data analysis and reporting
5. A keen eye for detail and the ability to identify opportunities for improvement
6. Excellent problem-solving and decision-making skills
7. Experience in coaching and developing team members