Quality Assurance Supervisor

Job description

Please whitelist the domains "lever.co" and "hire.lever.co" with your email provider to make sure you get our emails. Quality Assurance Supervisor Wing is on the exciting mission of redefining the future of work for companies worldwide! We are looking to be the one-stop shop for companies that are looking to build world-class teams & place their operations on autopilot. And we’re looking for a QA Supervisor to start immediately! Job Summary The QA Supervisor is responsible for ensuring service quality, performance consistency, and client satisfaction across the virtual assistant workforce. This role oversees quality assurance processes, evaluates VA performance, coaches team members, and collaborates with operations and training teams to maintain high service standards. Duties and Responsibilities include but are not limited to: Quality Assurance & Performance Monitoring • Develop, implement, and maintain QA frameworks, scorecards, and evaluation standards for virtual assistants • Conduct regular audits of VA work (tasks, communications, productivity, and compliance with SOPs) • Review client feedback and identify trends, risks, and improvement opportunities • Ensure VAs meet contractual SLAs, KPIs, and client expectations Team Supervision & Coaching • Supervise and mentor QA analysts or quality reviewers (if applicable) • Provide constructive feedback, performance insights, and coaching to virtual assistants • Partner with Team Leads and Operations Managers to address performance gaps • Support corrective action plans and improvement initiatives Process Improvement & Documentation • Identify recurring quality issues and recommend process or training enhancements • Collaborate with Training and Onboarding teams to improve learning materials • Maintain up-to-date QA documentation, SOPs, and best practices • Ensure consistency in QA evaluations across all accounts and teams Client & Stakeholder Collaboration • Act as a quality point of contact for internal stakeholders and client-facing teams • Assist in preparing quality reports for clients when required • Support escalations related to performance or service quality Reporting & Analytics • Prepare and present QA reports, dashboards, and performance summaries • Track quality metrics, trends, and improvement outcomes • Use data to drive decision-making and continuous improvement • Reports to QA Manager and TQ Department Head Qualifications: • Proven experience in quality assurance, preferably in a BPO or virtual assistant environment • Strong leadership and coaching skills with the ability to mentor and guide team members • Excellent analytical and problem-solving abilities • Strong communication skills (written and verbal) with client-facing confidence • Experience with QA frameworks, scorecards, and reporting tools • Ability to collaborate effectively with operations, training, and client-facing teams • Detail-oriented, organized, and proactive in driving process improvements Schedule: US work hours (40 hours per week) Location: Makati, Metro Manila; This is a hybrid setup Please note: • Only qualified candidates will be invited to take the assessment & scheduled for an interview. Please whitelist the domains "lever.co" and "hire.lever.co" with your email provider to make sure you get our emails.Quality Assurance SupervisorWing is on the exciting mission of redefining the future of work for companies worldwide! We are looking to be the one-stop shop for companies that are looking to build world-class teams & place their operations on autopilot. And we’re looking for a QA Supervisor to start immediately!Job SummaryThe QA Supervisor is responsible for ensuring service quality, performance consistency, and client satisfaction across the virtual assistant workforce. This role oversees quality assurance processes, evaluates VA performance, coaches team members, and collaborates with operations and training teams to maintain high service standards.Duties and Responsibilities include but are not limited to:Quality Assurance & Performance Monitoring• Develop, implement, and maintain QA frameworks, scorecards, and evaluation standards for virtual assistants• Conduct regular audits of VA work (tasks, communications, productivity, and compliance with SOPs)• Review client feedback and identify trends, risks, and improvement opportunities• Ensure VAs meet contractual SLAs, KPIs, and client expectationsTeam Supervision & Coaching• Supervise and mentor QA analysts or quality reviewers (if applicable)• Provide constructive feedback, performance insights, and coaching to virtual assistants• Partner with Team Leads and Operations Managers to address performance gaps• Support corrective action plans and improvement initiativesProcess Improvement & Documentation• Identify recurring quality issues and recommend process or training enhancements• Collaborate with Training and Onboarding teams to improve learning materials• Maintain up-to-date QA documentation, SOPs, and best practices• Ensure consistency in QA evaluations across all accounts and teamsClient & Stakeholder Collaboration• Act as a quality point of contact for internal stakeholders and client-facing teams• Assist in preparing quality reports for clients when required• Support escalations related to performance or service qualityReporting & Analytics• Prepare and present QA reports, dashboards, and performance summaries• Track quality metrics, trends, and improvement outcomes• Use data to drive decision-making and continuous improvement• Reports to QA Manager and TQ Department HeadQualifications:• Proven experience in quality assurance, preferably in a BPO or virtual assistant environment• Strong leadership and coaching skills with the ability to mentor and guide team members• Excellent analytical and problem-solving abilities• Strong communication skills (written and verbal) with client-facing confidence• Experience with QA frameworks, scorecards, and reporting tools• Ability to collaborate effectively with operations, training, and client-facing teams• Detail-oriented, organized, and proactive in driving process improvementsSchedule: US work hours (40 hours per week)Location: Makati, Metro Manila; This is a hybrid setupPlease note:• Only qualified candidates will be invited to take the assessment & scheduled for an interview.