Quality Assurance Supervisor in Makati at Wing Assistant

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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 were looking for a QA Supervisor to start immediately!

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.

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

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

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

Reports to QA Manager and TQ Department Head

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.