Team Leader – Quality Control (Insurance)

About the role

The Team Leader for Quality Control (Insurance) will oversee a group of call‑center associates, ensuring that service delivery meets contractual KPIs and financial targets. This onsite position in Quezon City requires strong coaching abilities, the capacity to manage multiple priorities, and a commitment to Concentrix’s values.

Key responsibilities

• Supervise daily activities of call‑center associates, monitoring work and attendance in line with company policy and legal requirements.
• Coach and develop team members regularly to achieve performance metrics and address performance issues with corrective actions, up to termination.
• Ensure customer service meets agreed KPIs and financial expectations, handling escalated calls as a subject‑matter expert when needed.
• Communicate expectations, provide timely updates, and conduct team meetings to share information and gather input.
• Organize team activities, stay current on internal processes, and attend mandatory manager development training.

Required profile

• Associate’s degree in a related field (preferred) with 2‑4 years of relevant experience.
• Minimum of 1 year experience as a Team Leader in a call‑center environment.
• Highly motivated, able to work under pressure and follow through on tasks.
• Strong written and verbal communication skills and ability to mentor and coach staff.
• Willingness to work a flexible schedule and be onsite in Quezon City.