Chief Service Excellence Officer

24 hours ago

Baguio City, Cordillera, Philippines beBeeQuality Full time ₱2,500,000 - ₱4,500,000
Quality Assurance Director

We're seeking an accomplished Quality Assurance Director to oversee our quality management framework. This role will ensure the highest quality service delivery to clients by leading a high-performing QA team.


The Role:
  • Direct and manage the QA team to guarantee 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.

Duties and Responsibilities:
  1. Identify patterns of recurring issues and develop strategies to address them before they escalate into client dissatisfaction.
  2. Implement a clear feedback loop between QA, Operations, Client Services, and Training to ensure insights are acted upon.
  3. Collaborate with Training to design interventions and learning programs based on QA findings.
  4. Ensure calibration of QA standards across all assistants to maintain consistency and fairness.
  5. Actively track and analyze client churn drivers, providing reports and action plans to leadership.
  6. Partner with Operations and Client Services to mitigate risks of client dissatisfaction.
  7. Lead initiatives that improve overall assistant quality, client engagement, and retention.
  8. Provide regular, data-driven reports to the VP of Operations and COO regarding quality trends, root causes, and corrective measures.
  9. Recommend process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover.
  10. Stay updated on QA best practices and integrate them into processes.

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).

About this opportunity:

This is an exciting opportunity to join a dynamic startup aiming to redefine the future of work for companies worldwide. If you're passionate about driving excellence, leading high-performing teams, and making a direct impact on client satisfaction, this role is for you.

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