Exceptional Quality Assurance Lead

1 day ago

San Fernando, Central Luzon, Philippines beBeeQuality Full time $40,000 - $60,000

We're seeking a seasoned Quality Assurance Professional to spearhead our QA initiatives and drive excellence across our operations. This pivotal role will be responsible for fostering a high-performing culture, leading the QA team, and implementing strategies to reduce churn and improve assistant performance.

Job Description:

The Quality Assurance Manager will oversee the overall direction, leadership, and performance of the Quality Assurance team. Key responsibilities include reducing client churn by ensuring assistants deliver consistent, high-quality service, acting as the single source of truth for assistant performance data and quality insights, and leading and mentoring the QA team to proactively identify service gaps and provide actionable feedback.

This role will also partner with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies. Ultimately, the Quality Assurance Manager will safeguard client satisfaction and longevity by ensuring every assistant meets and exceeds expectations.

Duties and Responsibilities:
  • Lead, mentor, and manage the QA team to ensure efficient execution of quality audits, reports, and corrective actions
  • Build a high-performance culture within the QA 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 leadership regarding quality trends, root causes, and corrective measures
Qualifications:
  • 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
Benefits:

We offer a competitive salary and bonus structure, annual salary appraisal, and opportunities for growth and development in a dynamic and evolving startup environment.

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