Excellence in Quality Assurance Specialist

1 week ago

Taguig, National Capital Region, Philippines beBeeQuality Full time $80,000 - $125,000
Drive Excellence in Quality Assurance

We are seeking a dedicated individual to lead our QA team in delivering exceptional service quality for our clients. This role is pivotal in identifying and addressing quality issues, preventing churn, and elevating assistant performance through data-driven analysis, coaching, and collaboration.


The Role

This position will be responsible for:

  • Implementing measures to reduce client dissatisfaction by ensuring consistent, high-quality service delivery from assistants.
  • Serving as the central 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 to Operations, Client Services, and Training.

Responsibilities and Expectations

Key responsibilities include:

  • Leading, mentoring, and managing the QA team to ensure efficient execution of quality audits, reports, and corrective actions.
  • Fostering a high-performance culture within the QA 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 recurring patterns of issues and developing strategies to address them before they escalate into client dissatisfaction.

Requirements and Qualifications

To excel in this role, you should have:

  • A Bachelor's degree in Business Administration, Human Resource Management, Organisational Development, Education, or a related field.
  • Proven work experience as a Quality Manager or Training & Quality professional in a BPO, managed services, or tech/startup environment.
  • A track record of success in reducing churn or improving client retention through quality-focused initiatives.

This opportunity presents an exciting chance to drive excellence, lead high-performing teams, and make a direct impact on client satisfaction. If you're passionate about shaping the future of our service and ensuring world-class quality, we encourage you to apply today.

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