Executive Assistant for Quality Assurance
1 day ago
This position is critical to ensuring that clients receive exceptional service by leading a team responsible for quality assurance.
The Key Performance Indicators- Reducing client dissatisfaction by ensuring assistants provide consistent, high-quality service.
- Acting as the primary source of truth for assistant performance data and quality insights.
- Leading and mentoring the quality assurance team to proactively identify service gaps and provide actionable feedback to Operations, Client Services, and Training.
- Partnering with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.
The Quality Manager safeguards client satisfaction and longevity by ensuring every assistant meets and exceeds expectations. Some key responsibilities include:
- Leading, mentoring, and managing the quality assurance team to ensure efficient execution of quality audits, reports, and corrective actions.
- Building a high-performance culture within the quality assurance team that values accountability, accuracy, and proactive problem-solving.
- Allocating workloads, setting targets, and monitoring team KPIs to meet company goals for reduced churn and improved assistant performance.
- Overseeing the design and execution of performance evaluations, audits, and quality checks for assistants.
- Identifying patterns of recurring issues and developing strategies to address them before they escalate into client dissatisfaction.
- Implementing a clear feedback loop between quality assurance, Operations, Client Services, and Training to ensure insights are acted upon.
- Collaborating with Training to design interventions and learning programs based on quality assurance findings.
- Ensuring calibration of quality standards across all assistants to maintain consistency and fairness.
- Actively tracking and analyzing client churn drivers, providing reports and action plans to leadership.
- Partnering with Operations and Client Services to mitigate risks of client dissatisfaction.
- Leading initiatives that improve overall assistant quality, client engagement, and retention.
- Providing regular, data-driven reports to the VP of Operations and COO regarding quality trends, root causes, and corrective measures.
- Recommending process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover.
- Staying updated on quality best practices and integrating them into business processes.
The ideal candidate will have a strong background in quality assurance processes, coaching, and corrective action planning. They will be an analytical thinker who can translate data into actionable solutions and possess excellent written and verbal communication skills in English.
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