Chief Quality Assurance Officer

1 week ago

Pasig, National Capital Region, Philippines beBeeQuality Full time $52,000 - $77,000

Job Title: Quality Manager

The Role of a Quality Manager

A Quality Manager plays a pivotal role in ensuring exceptional client service. This position leads the QA team, also known as the "Churn Snipers," in identifying quality issues, preventing churn, and raising the bar for assistant performance through data-driven analysis, coaching, and collaboration across departments.

Key Responsibilities:
  • Reduce client churn by ensuring assistants deliver consistent, high-quality service.
  • Act as the single source of truth for assistant performance data and quality insights.
  • Lead and mentor the QA (Churn Snipers) team to proactively identify service gaps and provide actionable feedback to Operations, Client Services, and Training.
  • Partner with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.

As a Quality Manager, you safeguard client satisfaction and longevity by ensuring every assistant meets and exceeds expectations. Key duties include:

  • Leading, mentoring, and managing the QA (Churn Snipers) team to ensure efficient execution of quality audits, reports, and corrective actions.
  • Building a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving.
  • Allocating workloads, setting targets, and monitoring team KPIs to meet company goals for reduced churn and improved assistant performance.
  • Overseeing the design and execution of performance evaluations, audits, and quality checks for assistants.
  • Identifying patterns of recurring issues and developing strategies to address them before they escalate into client dissatisfaction.
  • Implementing a clear feedback loop between QA, Operations, Client Services, and Training to ensure insights are acted upon.
  • Collaborating with Training to design interventions and learning programs based on QA findings.
  • Ensuring calibration of QA standards across all assistants to maintain consistency and fairness.
  • Actively tracking and analyzing client churn drivers, providing reports and action plans to leadership.
  • Partnering with Operations and Client Services to mitigate risks of client dissatisfaction.
  • Leading initiatives that improve overall assistant quality, client engagement, and retention.
  • Providing regular, data-driven reports to the VP of Operations and COO regarding quality trends, root causes, and corrective measures.
  • Recommending process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover.

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