Quality Assurance Specialist - Team Lead
Salary undisclosed
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Job Type: Full Time-Individual Contributor-Team Lead level
Location: Goway Manila
Reporting to: L&D Manager
Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!
The Role
INA Prime Solutions is our BPO line of business in Manila, PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions, leveraging skilled workforce to drive operational excellence and client success.
As a Team Leader for Quality Assurance, you will be responsible for
Key Responsibilities
At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide ongoing training to help you stay ahead in the industry, and a comprehensive health benefits package to ensure you’re well-supported.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.
How To Apply
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!
Location: Goway Manila
Reporting to: L&D Manager
Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!
The Role
INA Prime Solutions is our BPO line of business in Manila, PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions, leveraging skilled workforce to drive operational excellence and client success.
As a Team Leader for Quality Assurance, you will be responsible for
Key Responsibilities
- Team Leadership & Development:
- Manage a team of Quality Assurance Specialists fostering their professional growth through coaching, training, mentorship, and feedback to optimize team performance.
- Conduct regular performance reviews, set individual and team goals, and foster a collaborative work environment focused on continuous improvement.
- Ensure proper training on system processes, policies, and service protocols for new team members and ongoing training for existing staff.
- Serve as a subject matter expert to guide QA Specialists in making sound decisions and providing fair audits.
- Operational Excellence:
- Monitor daily operations to maintain quality control, identify potential process improvements, and troubleshoot issues impacting service quality or team productivity.
- Lead calibration sessions and collaborate with different departments to improve workflow.
- Recalibrate audited calls and tickets to ensure that QA findings are aligned with the company’s standards.
- Quality Assurance & Reporting:
- Develop and maintain quality assurance standards to ensure high accuracy in customer interaction and operations.
- Generate regular reports on QA Findings and client satisfaction, ensuring data accuracy and providing insights to leadership and clients.
- Analyze operational data to identify trends, address service gaps, and implement corrective actions as needed.
- Consistent monitoring of the team’s productivity and keeping the dashboards up-to-date.
- Collaboration with management:
- Proactively address major concerns based on the QA Findings, providing prompt, effective solutions to enhance client satisfaction.
- Provide QA Insights to the clients and management and provide recommendations.
- Regularly communicate with clients to gather feedback, understand evolving needs, and propose enhancements to service delivery.
- Bachelor's degree in Business Administration, Tourism, Hospitality, or a related field (or equivalent experience).
- Minimum of 2 years of relevant experience
- Proven ability to lead and develop a team in a fast-paced environment, with strong skills in team-building, mentoring, and performance management.
- Strong organizational and problem-solving skills to optimize results
- Excellent communication and interpersonal skills, capable of keeping the team engaged and managing cross-functional teams.
- Analytical mindset with experience in reporting, KPI analysis, and data-driven decision-making.
- Experience in BPO.
- Proficient in Excel and Google Sheets.
At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide ongoing training to help you stay ahead in the industry, and a comprehensive health benefits package to ensure you’re well-supported.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.
How To Apply
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!
- All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.
Job Type: Full Time-Individual Contributor-Team Lead level
Location: Goway Manila
Reporting to: L&D Manager
Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!
The Role
INA Prime Solutions is our BPO line of business in Manila, PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions, leveraging skilled workforce to drive operational excellence and client success.
As a Team Leader for Quality Assurance, you will be responsible for
Key Responsibilities
At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide ongoing training to help you stay ahead in the industry, and a comprehensive health benefits package to ensure you’re well-supported.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.
How To Apply
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!
Location: Goway Manila
Reporting to: L&D Manager
Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.
From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.
Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.
At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.
If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!
The Role
INA Prime Solutions is our BPO line of business in Manila, PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions, leveraging skilled workforce to drive operational excellence and client success.
As a Team Leader for Quality Assurance, you will be responsible for
Key Responsibilities
- Team Leadership & Development:
- Manage a team of Quality Assurance Specialists fostering their professional growth through coaching, training, mentorship, and feedback to optimize team performance.
- Conduct regular performance reviews, set individual and team goals, and foster a collaborative work environment focused on continuous improvement.
- Ensure proper training on system processes, policies, and service protocols for new team members and ongoing training for existing staff.
- Serve as a subject matter expert to guide QA Specialists in making sound decisions and providing fair audits.
- Operational Excellence:
- Monitor daily operations to maintain quality control, identify potential process improvements, and troubleshoot issues impacting service quality or team productivity.
- Lead calibration sessions and collaborate with different departments to improve workflow.
- Recalibrate audited calls and tickets to ensure that QA findings are aligned with the company’s standards.
- Quality Assurance & Reporting:
- Develop and maintain quality assurance standards to ensure high accuracy in customer interaction and operations.
- Generate regular reports on QA Findings and client satisfaction, ensuring data accuracy and providing insights to leadership and clients.
- Analyze operational data to identify trends, address service gaps, and implement corrective actions as needed.
- Consistent monitoring of the team’s productivity and keeping the dashboards up-to-date.
- Collaboration with management:
- Proactively address major concerns based on the QA Findings, providing prompt, effective solutions to enhance client satisfaction.
- Provide QA Insights to the clients and management and provide recommendations.
- Regularly communicate with clients to gather feedback, understand evolving needs, and propose enhancements to service delivery.
- Bachelor's degree in Business Administration, Tourism, Hospitality, or a related field (or equivalent experience).
- Minimum of 2 years of relevant experience
- Proven ability to lead and develop a team in a fast-paced environment, with strong skills in team-building, mentoring, and performance management.
- Strong organizational and problem-solving skills to optimize results
- Excellent communication and interpersonal skills, capable of keeping the team engaged and managing cross-functional teams.
- Analytical mindset with experience in reporting, KPI analysis, and data-driven decision-making.
- Experience in BPO.
- Proficient in Excel and Google Sheets.
At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.
We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide ongoing training to help you stay ahead in the industry, and a comprehensive health benefits package to ensure you’re well-supported.
You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.
How To Apply
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!
- All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.