{"id":1623094,"url":"https://alion.io/job/intouchcx-quality-team-lead","title":"Quality Team Lead","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":91,"open_postings":60,"ghost_share":0,"stale_share":0.167,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-21T18:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-13T20:04:48Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"About the Job\n\nWe’re changing the way people think about customer service, and we need your help! \n\nWe’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in accordance with both our internal and client-partner metric goals, as well as identifying areas of opportunity, developing solution plans and coaching team members.\n\nAs Quality Assurance Team Lead, You Will…\nManage administrative and reporting tasks associated with quality metrics\nAssist in providing actionable insights to our Operations Team and client-partners \nPartner with other support departments to achieve metric goals\nAssist in reviewing and maintaining calibration scores among the QA Team\nMaintain and develop pertinent operational statistics, financial management information and results reporting\nSupport and contribute to Business Development initiatives\nResearch escalated issues to deliver coaching opportunities\nReport scripting problems or questions from callers to appropriate departments\nDistribute client-partner and company related correspondence\nPerform other duties as assigned\n\nAs Quality 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