Director of Client Satisfaction

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeExcellence Full time $40,000 - $60,000
Quality Excellence Lead

The Quality Excellence Lead plays a pivotal role in delivering exceptional client experiences by spearheading our quality assurance initiative.

This critical role is centered around enhancing client satisfaction through rigorous quality audits, meticulous reporting, and prompt corrective actions.

Key Responsibilities:
  • Lead the development of a high-performance culture within the quality assurance team that prioritizes accountability, accuracy, and proactive problem-solving
  • Develop and implement strategic plans to drive quality excellence, reduce churn, and improve assistant performance
  • Oversee the design and execution of performance evaluations, audits, and quality checks for assistants
  • Identify recurring patterns of issues and develop targeted strategies to address them before they escalate into client dissatisfaction
  • Establish a clear feedback loop between quality assurance, operations, client services, and training to ensure insights are acted upon
  • Collaborate with training to design interventions and learning programs based on quality findings
  • Ensure calibration of QA standards across all assistants to maintain consistency and fairness
  • Actively track and analyze client churn drivers, providing data-driven reports and action plans to leadership
  • Partner with operations and client services to mitigate risks of client dissatisfaction
  • Drive initiatives that enhance 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

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