The Senior Quality and Training 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, refresher, and remediation training
- Conduct training needs analysis based on quality findings, performance gaps, and client requirements
- Coach, manage, and support QA Analysts and Training Specialists through regular feedback and performance reviews
- Collaborate closely with Client Services Managers to review VA performance metrics and client feedback
- Reinforce company policies, procedures, and compliance standards through quality and training initiatives
- Oversee QA and training-related administrative tasks including LMS management, onboarding and offboarding support, and reporting
- Conduct regular business and performance review sessions with the Executives and the departments directly connected to Quality Assurance and Training to assess effectiveness, alignment, and improvement opportunities.
- Identify existing and future training programs that need to be developed, enhanced, or rolled out based on client needs, quality gaps, and operational priorities.
- Assess QA requirements across clients and recommend where QA resources should be allocated or expanded to maximize impact and service quality
- Partner with the Recruitment Manager and Sourcing team to anticipate future training requirements, align onboarding readiness, and support workforce planning initiatives.
- Provide strategic input on learning and quality investments to ensure scalability, consistency, and long-term performance improvement across all VA programs.
