Quality Excellence Leader

Job Description

The Quality Assurance Manager plays a crucial role in ensuring exceptional client experiences. The ideal candidate will lead the QA team to identify and address quality issues, drive consistency in assistant performance, and create actionable solutions for improvement.

Key Responsibilities:

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• Lead, mentor, and manage the QA team to ensure efficient execution of quality audits, reports, and corrective actions.">
• Develop and implement high-performance standards within the QA team that promote 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.">

Qualifications

To succeed in this role, you should have a Bachelor's degree in Business Administration, Human Resource Management, Organisational Development, Education, or a related field. You should also have 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 is essential. Strong leadership, coaching, and team management abilities, analytical thinking, excellent written and verbal communication skills, and technical expertise are also required.

Benefits

This role offers bonuses up to $300 depending on performance, annual salary appraisal, and opportunities for growth and development in a fast-paced, evolving startup environment.

About Us

We're a dynamic company dedicated to redefining the future of work. Our mission is to build world-class teams and place operations on autopilot for companies across the globe. We're passionate about driving excellence, leading high-performing teams, and making a direct impact on client satisfaction.

Duties And Responsibilities

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2. Lead, mentor, and manage the QA (Churn Snipers) team to ensure efficient execution of quality audits, reports, and corrective actions">
3. Build a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving">
4. Allocate workloads, set targets, and monitor team KPIs to meet company goals for reduced churn and improved assistant performance">
5. Oversee the design and execution of performance evaluations, audits, and quality checks for assistants">
6. Identify patterns of recurring issues and develop strategies to address them before they escalate into client dissatisfaction">
7. Implement a clear feedback loop between QA, Operations, Client Services, and Training to ensure insights are acted upon">
8. Collaborate with Training to design interventions and learning programs based on QA findings">
9. Ensure calibration of QA standards across all assistants to maintain consistency and fairness">
10. Actively track and analyse client churn drivers, providing reports and action plans to leadership">
11. Partner with Operations and Client Services to mitigate risks of client dissatisfaction">
12. Lead initiatives that improve overall assistant quality, client engagement, and retention">
13. Provide regular, data-driven reports to the VP of Operations and COO regarding quality trends, root causes, and corrective measures">
14. Recommend process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover">
15. Stay updated on QA best practices and integrate them into Wing's processes">
16. Client satisfaction drives our business forward; apply today and become a key player in shaping the future of our service.">

Qualifications

To excel in this role, you'll need:

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• Bachelor's degree in Business Administration, Human Resource Management, Organisational 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 (required)">
• Proven success in reducing churn or improving client retention through quality-focused initiatives (required)">
• Strong background in QA processes, coaching, and corrective action planning (required)">
• Experience in training design and program implementation (preferred)">
• Familiarity with learning management systems and digital training tools (preferred)">
• 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">