Quality Assurance Supervisor

📋 Description

• Develop and maintain QA frameworks, scorecards, and evaluation standards for VAs
• Conduct regular audits of VA work (tasks, productivity, and SOP compliance)
• Review client feedback to identify trends, risks, and improvement opportunities
• Ensure VAs meet contractual SLAs, KPIs, and client expectations
• Supervise and mentor QA analysts or quality reviewers (if applicable)
• Partner with Team Leads and Operations Managers to address performance gaps

🎯 Requirements

• Proven experience in QA, preferably in a BPO or VA environment
• Leadership and coaching skills to mentor team members
• Analytical and problem-solving abilities
• Strong communication skills with client-facing confidence
• Experience with QA frameworks, scorecards, and reporting tools
• Ability to collaborate with operations, training, and client-facing teams