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Client Quality Control Team Lead - WorkWave (Contract)



Quality Assurance
Colombo, Sri Lanka
Posted on Thursday, June 27, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

WorkWave is a field service management software that provides SaaS solutions for businesses in the service industry (HVAC, Plumbing & Electrical, Cleaning, Lawn & Landscape, Home Delivery, Logistics & Distribution). We empower these businesses to deliver exceptional customer experiences and grow their customer base on our efficient and easy-to-use platform.

WorkWave Team is looking for innovative Client Quality Control Team Lead who want to be part of a team of creative and talented individuals. Our teams are a mix of technologists, product managers, development engineers, and UI/UX designers, all working together to deliver our vision. You will be a part of our WorkWave team, helping to develop & support the WorkWave products


  • Demonstrate awareness of team key performance indicators and support agents in meeting those goals on a daily, weekly, and monthly basis.
  • Work with the Site Manager to track agents attendance and performance to help identify highest and lowest performing agents and take appropriate action as needed.
  • Utilize daily and weekly reporting to determine areas of need within your team and develop strategies to achieve business objectives.
  • Attend meetings with SLC management as well as conduct individual meetings with the agents.
  • Ensures policies, practices and procedures are understood and followed by direct reports, customers, and stakeholders.


  • Minimum 4 years of experience in operational environment with 2+ years of leadership experience as a Team Lead / Coach / Mentor or similar role.
  • Possess relevant qualification in any management function.
  • Excellent written and verbal English communication skills.
  • Excellent computer literacy. Proficient in Microsoft office packages and ability to learn skills of internal software and other tools.
  • Exposure to Google Sheets, Excel, Tableau or other reporting software.
  • Strong analytical and attention to detail skills.
  • Ability to prioritize and manage multiple high priority assignments.

The selected candidate will be on a Fixed Term Contract for one year and will be based on-site in the IFS - Colombo 2 (Access Tower) office.

Additional Information

We believe that coming together as a community, in person, is important to innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working (our own amazing spaces or those of our partners and customers) to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.