Chief Assurance Officer

2 days ago

San Juan, National Capital Region, Philippines beBeeQuality Full time $150,000 - $200,000
Job Title: Quality Manager

The Role of a Quality Manager is instrumental in ensuring exceptional service delivery by leading the QA team. This role involves key responsibilities such as leading and mentoring the QA team, building a high-performance culture that values accountability, accuracy, and proactive problem-solving.

  • Key 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 prioritizes 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 Wing's processes.

Benefits of this role include the opportunity to work in a dynamic environment, contribute to the growth of the company, and develop skills and expertise in quality assurance and management.

This is an excellent opportunity for individuals who are passionate about delivering exceptional service and improving customer satisfaction. If you have a strong background in quality assurance and management, we encourage you to apply for this role.

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