Performance Excellence Lead

3 days ago

Bacoor, Calabarzon, Philippines beBeeQuality Full time ₱750,000 - ₱900,000

We are seeking a Quality Assurance Manager to lead our QA team in delivering exceptional service quality. This critical role focuses on identifying quality issues, preventing churn, and raising assistant performance through data-driven analysis, coaching, and collaboration across departments.

Key Responsibilities:
  • Reduce client churn by ensuring consistent, high-quality service delivery.
  • Act as the single source of truth for assistant performance data and quality insights.
  • Lead and mentor the QA team to proactively identify service gaps and provide actionable feedback to Operations, Client Services, and Training.
  • Partner with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.
Job Requirements:
  • 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 analyse 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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