Senior Quality Excellence Specialist

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeQuality Full time ₱60,000 - ₱90,000
Job Overview

The Quality Manager plays a pivotal role in delivering exceptional client experiences by spearheading our quality assurance team.

This position is centered on minimizing client dissatisfaction, serving as the primary source of truth for assistant performance data and quality insights, leading and mentoring the QA team to proactively identify service gaps and provide actionable feedback, collaborating with department heads to address systemic issues, and implementing continuous improvement strategies.

  • Lead, mentor, and manage the QA team to ensure seamless execution of quality audits, reports, and corrective actions
  • Establish a high-performing culture within the QA team that values accountability, accuracy, and proactive problem-solving
  • Allocate workloads, set targets, and monitor team KPIs to meet organizational 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 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

Key Responsibilities:

  • Quality Assurance Team Leadership
  • Assistant Performance Management
  • Client Satisfaction Improvement
  • Process Optimization

Required Skills and Qualifications:

  • Strong leadership and communication skills
  • Ability to analyze complex data and drive business decisions
  • Excellent problem-solving and critical thinking skills
  • Experience in quality assurance or related field

Benefits:

  • Competitive salary and benefits package
  • Ongoing training and professional development opportunities
  • Collaborative and dynamic work environment

Others:

  • Opportunities for career growth and advancement
  • Recognition and rewards for outstanding performance

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