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CX QA Team Lead

Guesty

Guesty

Quality Assurance
Metro Manila, Philippines
Posted on Wednesday, May 29, 2024

CX QA Team Lead

  • Customer Experience
  • Philippines - Manila
  • Mid- Senior

Description

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe and we are still growing!

Job Overview:

Guesty is seeking an experienced Quality Assurance (QA) Manager to oversee all aspects of quality assurance for our Customer Experience team. The successful candidate will be responsible for ensuring that our customer support interactions meet the highest quality standards and that all quality control procedures are in place and adhered to. This role will involve managing a team of quality control specialists and collaborating closely with other departments within the organization to ensure that quality is consistently maintained throughout all aspects of our customer support operations.

Responsibilities

Responsibilities:

  • Develop and implement quality assurance policies and procedures to ensure that our customer support interactions meet or exceed customer expectations and comply with all relevant regulatory requirements
  • Ensures the quality of data and support are at high standards and are continuously improving through initiatives
  • Manage a team of quality control specialists, providing guidance, coaching, and performance feedback
  • Collaborate closely with other departments, including training, operations, and product management, to identify quality issues and implement solutions
  • Conduct regular audits of the team’s productivity and all quality control procedures to ensure compliance and identify areas for improvement
  • Develop and maintain key quality metrics and reports to track performance and identify trends
  • Stay up-to-date with the latest industry trends and best practices in quality assurance and incorporate them into our processes as appropriate
  • Lead the transition to QA combining AI and manual review.

Requirements

Requirements:

  • Bachelor's degree in a relevant field such as business administration, quality management, or a related discipline
  • Minimum of 5 years of experience in a quality assurance role, preferably in a customer support environment
  • Strong knowledge of quality management principles and practices
  • Strong background in creating and establishing quality policies and processes
  • Excellent analytical and problem-solving skills, with a keen eye for detail
  • Strong communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders at all levels of the organization
  • Proven track record of managing a team and driving performance improvements
  • Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously
  • Experience in supporting start-up accounts or projects - a plus!
  • Strong computer skills, including proficiency in Google Suite and other relevant software applications