Senior Quality Assurance Lead

2 days ago

Manila, National Capital Region, Philippines beBeeQuality Full time $90,000 - $120,000
Senior Quality Assurance Lead

We are seeking a highly skilled and experienced Senior Quality Assurance Lead to join our team. As a key member of our quality assurance department, you will be responsible for overseeing the overall direction, leadership, and performance of our QA team.

The ideal candidate will have a strong background in QA processes, coaching, and corrective action planning. You will be responsible for reducing client churn by ensuring our assistants deliver consistent, high-quality service.

Key Responsibilities:

  • Lead, mentor, and manage the QA team to ensure efficient execution of quality audits, reports, and corrective actions.
  • Build 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 goals for reduced churn and improved 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.

Requirements:

  • Bachelor's degree in Business Administration, Human Resource Management, Organisational Development, Education, or a related field.
  • Solid work experience as a Quality Manager or Training & Quality professional in a BPO, managed services, or tech/startup environment.
  • Proven success in reducing churn or improving client retention through quality-focused initiatives.
  • Strong background in QA processes, coaching, and corrective action planning.

Benefits:

  • Bonuses up to $300 depending on performance.
  • Annual salary appraisal.

As a Senior Quality Assurance Lead, you will play a critical role in shaping the future of our service and ensuring that every client interaction reflects our commitment to world-class quality.

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