Director of Service Excellence

22 hours ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeQuality Full time ₱1,000,000 - ₱1,200,000
Quality Assurance Director

The Quality Assurance team is responsible for the overall direction, leadership, and performance of the organisation.

This role focuses on reducing client dissatisfaction by ensuring high-quality service delivery, acting as the single source of truth for assistant performance data and quality insights, leading and mentoring the QA team to proactively identify service gaps and provide actionable feedback to stakeholders, partnering with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.

  • 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 organisational 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 analyse client dissatisfaction 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 senior management 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 organisational processes

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