Drive Service Excellence Lead

2 days ago

Cavite City, Calabarzon, Philippines beBeeQuality Full time $90,000 - $120,000
Job Title: Quality Excellence Manager

We are seeking a quality-focused professional to excel in this pivotal role, responsible for driving service excellence through high-performing teams and streamlined processes.


Key Responsibilities:
  • Lead the QA team to ensure efficient execution of quality audits, reports, and corrective actions
  • Build a culture of accountability, accuracy, and proactive problem-solving within the QA team
  • Allocate workloads, set targets, and monitor team KPIs to meet company goals for reduced churn and improved assistant performance
  • Oversee performance evaluations, audits, and quality checks for assistants to ensure consistency and fairness
  • 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

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 (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

This role is ideal for someone who is passionate about driving excellence, leading high-performing teams, and making a direct impact on client satisfaction. As a Quality Excellence Manager, you'll be at the forefront of shaping the future of our service, ensuring that every client interaction reflects our commitment to world-class quality.

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