Quality Excellence Leader

1 day ago

Mandaue City, Central Visayas, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000

Quality Excellence Leader

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We are seeking an experienced Quality Excellence Leader to join our team. This role is responsible for driving excellence and leading high-performing teams to ensure world-class quality service.

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  • Lead, mentor, and manage a team of quality professionals to ensure efficient execution of quality audits, reports, and corrective actions.
  • Build a high-performance culture within the 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.
  • 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 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.
  • Stay updated on QA best practices and integrate them into processes.
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Qualifications:

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  • Bachelor's degree in Business Administration, Human Resource Management, Organizational 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 startup environment.
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Benefits:

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  • Bonuses up to $300 depending on performance.
  • Annual salary appraisal.
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As Wing's Quality 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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