Excellence Leader

2 days ago

Makati City, National Capital Region, Philippines beBeeQuality Full time ₱2,400,000 - ₱4,000,000
Service Excellence Manager

As a Service Excellence Manager, you will play a pivotal role in ensuring that our clients receive the highest level of service possible. This is an opportunity to lead high-performing teams and drive excellence across our organization.

Key Responsibilities:
  • Lead and mentor a team of quality assurance professionals to ensure efficient execution of quality audits, reports, and corrective actions
  • Build a high-performance culture within the team that values accountability, accuracy, and proactive problem-solving
  • Develop and implement strategies to reduce client churn and improve 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:
  • Bachelor's degree in Business Administration, Human Resource Management, Organizational Development, Education, or a related field
  • Strong 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
Benefits:

Our company offers a range of benefits to support your growth and well-being, including bonuses up to $300 depending on performance and annual salary appraisals.

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