Wing is on the exciting mission of redefining the future of work for companies across the world. We aim to be the one-stop shop for companies that want to build world-class teams and place their operations on autopilot.
We are looking for a Quality Manager to join our growing team. This role is critical to ensuring our clients receive the best possible service by leading our QA team—also known as the “Churn Snipers.” The Quality Manager will focus on identifying quality issues, preventing churn, and raising the bar for assistant performance through data-driven analysis, coaching, and collaboration across departments.
The Role
The Quality Manager is responsible for the overall direction, leadership, and performance of the Quality Assurance team. This role is focused on:
Reducing client churn by ensuring assistants deliver consistent, high-quality service.Acting as the “single source of truth” for assistant performance data and quality insights.Leading and mentoring the QA (Churn Snipers) team to proactively identify service gaps and provide actionable feedback to Operations, Client Services, and Training.Partnering with department heads to address systemic issues, create corrective action plans, and implement continuous improvement strategies.
Ultimately, the Quality Manager safeguards client satisfaction and longevity by ensuring every assistant meets and exceeds expectations.
Duties and Responsibilities
- Lead, mentor, and manage the QA (Churn Snipers) team to ensure efficient execution of quality audits, reports, and corrective actions.
- Build a high-performance culture within the QA team that values accountability, accuracy, and proactive problem-solving.
- Allocate workloads, set targets, and monitor team KPIs to meet company goals for reduced churn and improved assistant performance.
- Oversee the design and execution of performance evaluations, audits, and quality checks for assistants.
- Identify patterns of recurring issues and develop strategies to address them before they escalate into client dissatisfaction.
- Implement a clear feedback loop between QA, Operations, Client Services, and Training to ensure insights are acted upon.
- Collaborate with Training to design interventions and learning programs based on QA findings.
- Ensure calibration of QA standards across all assistants to maintain consistency and fairness.
- Actively track and analyse client churn drivers, providing reports and action plans to leadership.
- Partner with Operations and Client Services to mitigate risks of client dissatisfaction.
- Lead initiatives that improve overall assistant quality, client engagement, and retention.
- Provide regular, data-driven reports to the VP of Operations and COO regarding quality trends, root causes, and corrective measures.
- Recommend process improvements to streamline workflows, enhance assistant readiness, and reduce client turnover.
- Stay updated on QA best practices and integrate them into Wing’s processes.
Qualifications
- Bachelor’s degree in Business Administration, Human Resource Management, Organisational Development, Education, or a related field.
- Solid work experience as a Quality Manager or Training & Quality professional in a BPO, managed services, or tech/startup environment (required).
- Proven success in reducing churn or improving client retention through quality-focused initiatives (required).
- Strong background in QA processes, coaching, and corrective action planning (required).
- Experience in training design and program implementation (preferred).
- Familiarity with learning management systems and digital training tools (preferred).
- Strong leadership, coaching, and team management abilities.
- Analytical thinker with the ability to translate data into actionable solutions.
- Excellent written and verbal communication skills in English.
- Tech-savvy with working knowledge of tools like G-Suite, Discord, Loom, and ClickUp.
- Ability to thrive in a fast-paced, evolving startup environment.
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