Wing Assistant

Subscription-based virtual assistant services for businesses

Quality Assurance Supervisor

Customer ExperienceConfirmed live in the last 24 hours

Full-timeMakati, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

Proven experience in quality assurance, preferably in a business process outsourcing or virtual assistant environment.
Strong leadership and coaching skills, with the ability to mentor and guide team members.
Strong analytical and problem-solving abilities.
Strong written and verbal communication skills and confidence in client-facing interactions.
Experience with quality assurance frameworks, scorecards, and reporting tools.
Ability to collaborate effectively with operations, training, and client-facing teams.
Detail-oriented and organized, with a proactive approach to driving process improvements.

Responsibilities

Develop, implement, and maintain quality assurance frameworks, scorecards, and evaluation standards for virtual assistants.
Conduct regular audits of virtual assistant work, including tasks, communications, productivity, and compliance with standard operating procedures.
Review client feedback and identify trends, risks, and improvement opportunities.
Ensure virtual assistants meet contractual service-level agreements, key performance indicators, and client expectations.
Supervise and mentor quality assurance 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 quality assurance documentation, standard operating procedures, and best practices.
Ensure consistency in quality assurance 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 quality assurance reports, dashboards, and performance summaries.
Track quality metrics, trends, and improvement outcomes.
Use data to drive decision-making and continuous improvement.
Work 40 hours per week during US work hours in a hybrid setup in Makati, Metro Manila.

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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.

About the Company

Wing Assistant

Subscription-based virtual assistant services for businesses

Wing Assistant provides virtual assistant services for businesses, offering dedicated virtual assistants that work remotely on a full-time or part-time basis through a subscription model. Clients hire VAs who handle administrative tasks such as invoicing, payment tracking, and expense recording, while gaining complimentary access to the Wing Task Workspace App for communication, task management, file sharing, and screen recording. The service works by assigning a dedicated VA and, if needed, a Customer Success Manager plus thorough training for assistants to ensure consistent quality. This differentiates Wing Assistant through a strong emphasis on customer support and investment in VA training, with pricing tied to service level and hours required. The company’s goal is to help businesses run more efficiently by providing reliable, scalable administrative support via licensed remote assistants.

Company size: 1,001-5,000
Company stage: Seed
Total funding: $2.2M
Headquarters: Berkeley, CA
Founded: 2018

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