Quality Assurance Specialist

7 days ago

Sorsogon, Bicol, Philippines beBeeQuality Full time $40,000 - $50,000
Job Summary

The Quality Assurance Manager plays a pivotal role in delivering exceptional service quality by leading our QA team. The ideal candidate will focus on identifying quality issues, preventing client dissatisfaction, and raising the bar for assistant performance through data-driven analysis, coaching, and collaboration across departments.

About the Role
  • Lead, mentor, and manage the QA team to ensure efficient execution of quality audits, reports, and corrective actions
  • Create a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving
  • Allocate workloads, set targets, and monitor team Key Performance Indicators (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
  • 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
  • Provide regular, data-driven reports to leadership regarding quality trends, root causes, and corrective measures
  • Recommend process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover


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
  • Ability to thrive in a fast-paced, evolving environment


What We Offer
  • A dynamic and challenging work environment
  • Opportunities for career growth and development
  • A competitive salary and benefits package
  • A collaborative and supportive team


How to Apply

Please submit your application, including your resume and cover letter, to us.

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