Manager of Quality Excellence

1 week ago

Hagonoy, Central Luzon, Philippines beBeeQuality Full time ₱3,000 - ₱3,500

Wing is on an exciting mission to redefine the future of work for companies worldwide. We aim to be the one-stop shop for businesses seeking to build world-class teams and automate their operations.

This critical role ensures clients receive exceptional service by leading a QA team, also known as the "Quality Assurance Specialists." The Quality Manager will focus on identifying quality issues, preventing churn, and raising assistant performance through data-driven analysis, coaching, and collaboration across departments.

The Role
  • Reduce client churn by ensuring assistants deliver consistent, high-quality service.
  • Serve as the single source of truth for assistant performance data and quality insights.
  • Lead and mentor the QA (Quality Assurance) team to proactively identify service gaps and provide actionable feedback to Operations, Client Services, and Training.
  • Partner with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.

This role safeguards client satisfaction and longevity by ensuring every assistant meets and exceeds expectations.

Duties and Responsibilities
  • Lead, mentor, and manage the QA (Quality Assurance) team to ensure efficient execution of quality audits, reports, and corrective actions.
  • Build a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving.
  • Allocate workloads, set targets, and monitor team KPIs to meet company goals for reduced churn and improved assistant performance.
  • Oversee the design and execution of performance evaluations, audits, and quality checks for assistants.
  • Identify patterns of recurring issues and develop strategies to address them before they escalate into client dissatisfaction.
  • Implement a clear feedback loop between QA, Operations, Client Services, and Training to ensure insights are acted upon.
  • Collaborate with Training to design interventions and learning programs based on QA findings.
  • Ensure calibration of QA standards across all assistants to maintain consistency and fairness.
  • Actively track and analyze client churn drivers, providing reports and action plans to leadership.
  • Partner with Operations and Client Services to mitigate risks of client dissatisfaction.
  • Lead initiatives that improve overall assistant quality, client engagement, and retention.
  • Provide regular, data-driven reports to the VP of Operations and COO regarding quality trends, root causes, and corrective measures.
  • Recommend process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover.
  • Stay updated on QA best practices and integrate them into business processes.

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