Quality Assurance Leader

18 hours ago

Cebu City, Central Visayas, Philippines beBeeQuality Full time $70,000 - $90,000
Senior Quality Assurance Specialist

We are seeking a Senior Quality Assurance Specialist to lead our QA team and ensure client satisfaction through data-driven analysis, coaching, and collaboration.

The ideal candidate will focus on identifying quality issues, preventing churn, and raising the bar for assistant performance. Key responsibilities include reducing client churn, acting as a single source of truth for assistant performance data, leading and mentoring the QA team, partnering with department heads, and safeguarding client satisfaction and longevity.

Key Responsibilities:
  • Lead, mentor, and manage the QA 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 company processes.
Requirements:
  • Proven experience in quality assurance and team management.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Able to work effectively in a fast-paced environment.
  • Familiarity with data-driven decision-making and reporting.
  • Ability to build and maintain strong relationships with cross-functional teams.

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