Senior Quality and Training Manager

The Senior Training and Quality Manager is responsible for leading, developing, and continuously improving the Quality Assurance and Training functions to ensure exceptional service delivery across all virtual assistant programs. This role oversees quality standards, training strategy, performance improvement initiatives, and team development while working closely with Client Services, Operations, and Leadership to align learning and quality outcomes with client expectations and business goals.

Tasks

• Oversee monitoring and evaluation of virtual assistants’ performance through calls, emails, and task reviews to ensure adherence to quality standards and SLAs
• Analyze QA results, audit findings, and performance trends to identify gaps and implement corrective and improvement actions
• Develop, maintain, and improve QA forms, evaluation tools, process flows, and SOPs
• Lead and oversee training programs including onboarding, upskilling...