Quality Assurance (QA) Manager
Created:
Jul 19, 2023, 9:52 PM
Location
Philippines
Organization
Description
About The Position
Guesty’s property management software provides property managers and management companies a solution to simplify the complex operational needs of short-term rentals. With Guesty, users can manage listings from online travel agencies including Airbnb, Booking.com, Expedia, and TripAdvisor, and utilize the company’s guest-centric tools including Unified Inbox, Automation Tools, 24/7 Guest Communication Services, Payment Processing, and more.
Job Overview:
Guesty is seeking an experienced Quality Assurance (QA) Manager to oversee all aspects of quality assurance for our Customer Solutions team. The successful candidate will be responsible for ensuring that our customer support interactions meet the highest quality standards and that all quality control procedures are in place and adhered to. This role will involve managing a team of quality control specialists and collaborating closely with other departments within the organization to ensure that quality is consistently maintained throughout all aspects of our customer support operations.
Responsibilities
- Develop and implement quality assurance policies and procedures to ensure that our customer support interactions meet or exceed customer expectations and comply with all relevant regulatory requirements
- Manage a team of quality control specialists, providing guidance, coaching, and performance feedback
- Collaborate closely with other departments, including training, operations, and product management, to identify quality issues and implement solutions
- Conduct regular audits of all quality control procedures to ensure compliance and identify areas for improvement
- Develop and maintain key quality metrics and reports to track performance and identify trends
- Stay up-to-date with the latest industry trends and best practices in quality assurance and incorporate them into our processes as appropriate
Requirements
- Bachelor's degree in a relevant field such as business administration, quality management, or a related discipline
- Minimum of 5 years of experience in a quality assurance role, preferably in a customer support environment
- Strong knowledge of quality management principles and practices
- Excellent analytical and problem-solving skills, with a keen eye for detail
- Strong communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders at all levels of the organization
- Proven track record of managing a team and driving performance improvements
- Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously
- Strong computer skills, including proficiency in Microsoft Office and other relevant software applications
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.