Assistant Training Manager - Teleperformance Cebu IT Park

About the Role

We are seeking a highly skilled and motivated Quality Assurance Team Lead to oversee and enhance the quality of our customer interactions across multiple channels, including phone, email, and chat. This role is ideal for a professional with advanced experience in quality monitoring, process improvement, and team leadership who thrives in a fast-paced, customer-focused environment.

Responsibilities

• Monitor and evaluate inbound and outbound customer interactions to ensure accuracy, professionalism, and adherence to company quality standards.
• Document quality findings, performance metrics, and trends for management review, providing actionable insights.
• Deliver coaching, feedback, and training to team members to enhance their performance and support career growth.
• Lead or participate in the development of new solutions, projects, and quality initiatives; share best practices and guidance with coll...