Responsibilities
- Create and manage quality assurance frameworks, assessment tools, and evaluation criteria for virtual assistants
- Perform routine audits on virtual assistant tasks, communication, productivity, and adherence to standard operating procedures
- Analyze client feedback to detect patterns, potential risks, and areas needing improvement
- Verify that virtual assistants fulfill service-level agreements, key performance indicators, and client requirements
- Oversee and guide quality assurance analysts or reviewers when applicable
- Deliver actionable feedback, performance analysis, and coaching to support virtual assistant development
- Work closely with team leads and operations managers to resolve performance deficiencies
- Assist in designing and implementing corrective actions and performance enhancement strategies
- Detect frequent quality problems and suggest improvements in processes or training programs
- Coordinate with training and onboarding teams to refine educational content and materials
- Keep quality assurance documentation, SOPs, and best practices current and accessible
- Ensure uniformity in quality evaluations across all client accounts and teams
- Serve as the primary contact for quality-related inquiries from internal teams and client-facing staff
- Help generate quality performance reports for clients when necessary
- Support resolution of escalated issues concerning service or performance quality
- Develop and deliver QA reports, dashboards, and performance summaries
- Monitor quality metrics, track trends, and measure results of improvement efforts
- Utilize performance data to inform decisions and promote ongoing quality advancement
Work Arrangement
Hybrid
Other
- Schedule: US work hours (40 hours per week)
- Location: Makati, Metro Manila; This is a hybrid setup
- Whitelist the domains "lever.co" and "hire.lever.co" with your email provider to make sure you get our emails
