Quality Assurance Leader

1 day ago

Lipa City, Calabarzon, Philippines beBeeQuality Full time ₱600,000 - ₱800,000
Quality Assurance Expert

We are seeking a seasoned Quality Assurance professional to lead our QA team and drive excellence in client satisfaction.

  • Job Description: As a Quality Manager, you will be responsible for overseeing the overall direction, leadership, and performance of the Quality Assurance team. You will identify quality issues, develop corrective action plans, and implement continuous improvement strategies to reduce client churn and improve assistant performance.

Duties and Responsibilities:

  • Lead and mentor 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.

Qualifications:

  • Bachelor's degree in Business Administration, Human Resource Management, Organizational Development, Education, or a related field.
  • Solid work experience as a Quality Manager or Training & Quality professional in a BPO, managed services, or tech/startup environment.
  • Proven success in reducing churn or improving client retention through quality-focused initiatives.
  • Strong background in QA processes, coaching, and corrective action planning.
  • Experience in training design and program implementation is a plus.
  • Familiarity with learning management systems and digital training tools is a plus.
  • Strong leadership, coaching, and team management abilities.
  • Analytical thinker with the ability to translate data into actionable solutions.
  • Excellent written and verbal communication skills in English.
  • Tech-savvy with working knowledge of tools like G-Suite, Discord, Loom, and ClickUp.
  • Ability to thrive in a fast-paced, evolving startup environment.

Benefits:

  • Bonuses up to $300 depending on performance.
  • Annual salary appraisal.

About Us:

We are a dynamic organization dedicated to redefining the future of work. We offer a collaborative and innovative work environment where employees can grow and develop their skills.

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