Quality Assurance Director
1 week ago
We're seeking a skilled Quality Assurance Director to join our team.
The Role
- Develop and implement strategies to reduce client churn by ensuring assistants deliver consistent, high-quality service.
- Serve as the single source of truth for assistant performance data and quality insights.
- Lead and mentor the QA team to proactively identify service gaps and provide actionable feedback.
- Collaborate with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.
Duties And Responsibilities:
- 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 our processes.
Key Qualifications:
- Bachelor's degree in Business Administration or related field.
- 5+ years of experience in Quality Assurance or related field.
- Proven track record of reducing client churn and improving assistant quality.
- Strong leadership and team management skills.
- Excellent communication and problem-solving skills.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
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