Quality Assurance Supervisor

Wing Assistant; Makati; Hybrid; PHP 420,000 - 720,000; Full time

Job summary

A growing international company based in Makati is seeking a Quality Assurance Supervisor responsible for overseeing quality assurance processes and ensuring client satisfaction across the virtual assistant workforce. The role requires proven experience in quality assurance, strong leadership skills, and the ability to mentor team members effectively. This position offers a hybrid work setup during US hours, making it essential for candidates to be detail-oriented and proactive in driving process improvements.

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

Responsibilities

• Develop and maintain QA frameworks, scorecards, and evaluation standards.
• Conduct regular audits of VA work to ensure quality and compliance.
• Supervise and mentor QA analysts to enhance performance.
• Prepare and present QA reports and dashboards for stakeholders.
• Supervise and mentor QA analysts or quality reviewers
• 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
• 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
• 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
• 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

Skills

Leadership skills

Analytical abilities

Problem-solving skills

Strong communication

Detail-oriented

QA frameworks

Reporting

Collaboration

Attention to detail

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.