Assistant Performance Director

21 hours ago

Antipolo City, Calabarzon, Philippines beBeeQuality Full time ₱6,000,000 - ₱8,000,000
Job Opportunity

The Quality Manager position plays a pivotal role in ensuring exceptional client experiences by spearheading our QA team. This critical role is responsible for identifying quality issues, preventing client dissatisfaction, and elevating assistant performance through data-driven insights, coaching, and collaboration across departments.

The Position Overview
  • Minimizing client churn by guaranteeing consistent, high-quality service delivery.
  • Serving as the central source of truth for assistant performance data and quality intelligence.
  • Leading and mentoring the QA team to proactively identify service gaps and provide actionable feedback to Operations, Client Services, and Training.
  • Fostering partnerships with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.
Key Responsibilities and Deliverables
  • Oversee the efficient execution of quality audits, reports, and corrective actions by the QA team.
  • Nurture a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving.
  • Allocate workloads, set targets, and monitor team KPIs to meet company objectives for reduced churn and enhanced assistant performance.
  • Lead the design and execution of performance evaluations, audits, and quality checks for assistants.
  • Analyze 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 actionable insights are addressed.
  • Collaborate with Training to design interventions and learning programs based on QA findings.
  • Maintain calibration of QA standards across all assistants to ensure consistency and fairness.
  • 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.
  • Develop 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.
  • Stay updated on QA best practices and integrate them into our processes.

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