Quality Assurance Manager

Quality Assurance Manager

About us:

YC Solutions is a progressive group of companies delivering integrated solutions across online education, Business Process Outsourcing, technology, and real estate. Through leading platforms such as Your Cloud Campus, NSOL, and Cloud REXPO, we support businesses and individuals with innovative, scalable services designed to drive measurable results. Since 2009, we have successfully partnered with thousands of clients primarily in the United States, building a strong reputation for excellence, reliability, and performance.

As part of our continued growth, we are seeking ambitious and talented professionals who are ready to make an impact. We offer a professional, growth-oriented environment, exposure to international markets, and meaningful career development opportunities. Join us and become part of a team that values innovation, collaboration, and long-term success.

Key Responsibilities

Quality Monitoring & Evaluation

• Review and assess VA performance on administrative tasks, client communication, lead generation, and cold calling.
• Monitor CRM updates, data accuracy, and reporting to ensure compliance with client standards.
• Evaluate social media content, posts, and engagement for quality and branding consistency.
• Identify gaps or errors in VA work and implement corrective measures.

Process Improvement & Standardisation

• Develop and maintain standard operating procedures (SOPs) for all VA activities.
• Recommend process improvements to increase efficiency, accuracy, and client satisfaction.
• Ensure consistent use of tools, templates, and systems across the VA team.

Training & Coaching

• Conduct performance reviews, coaching sessions, and skill development for VAs.
• Provide feedback and guidance to improve client communication, cold calling effectiveness, and task completion.
• Coordinate on-boarding and training programs for new VAs.

Reporting & Performance Metrics

• Track key performance indicators (KPIs) for VAs, including task completion, lead conversion, CRM accuracy, and client feedback.
• Generate reports for management on team performance and areas for improvement.
• Identify trends and recommend data-driven strategies for quality enhancement.

Client Satisfaction & Compliance

• Ensure VA team deliverables meet client expectations and company standards.
• Address client concerns related to VA performance and escalate when necessary.
• Maintain compliance with company policies, confidentiality agreements, and data security protocols.

Required Skills & Qualifications

• Bachelor’s degree in any discipline; relevant management or business experience preferred.
• Proven experience in Quality Assurance, team supervision, or operational management.
• Strong knowledge of CRM systems (HubSpot, Salesforce, Zoho CRM, etc.) and administrative workflows.
• Excellent written and verbal communication skills in English.
• Analytical, detail-oriented, and highly organized.
• Ability to train, coach, and mentor team members effectively.
• Experience in monitoring cold calling, lead generation, or client support processes is a plus.
• Proficiency with tools like Canva, Zoom, and project management platforms is desirable.

Salary & Benefits

• Competitive salary and fringe benefits
• Paid time off and wellness programs
• On-the-job training and professional development
• Career advancement and performance-based promotion
• Team-building activities, company trips, and innovative work environment

Office Hours

• 09:00 PM to 06:00 AM (Monday to Friday) – aligned with US client schedules

Office Locations

• Bahria Town Office: Bahria Town Phase-7, Rawalpindi

Job Type: Full-time

Application Question(s):

• Are you willing to work onsite?
• Are you willing to work in night shift?
• Are you comfortable with the job location?
• What is your current/last drawn salary?
• What is your expected salary?
• Please specify your notice period in days (If any)?
• Can you describe your experience monitoring or evaluating the performance of a team?
• Which CRM systems have you worked with, and how do you ensure data accuracy and consistency?
• How would you identify errors or gaps in a Virtual Assistant’s work, and what steps would you take to correct them?
• Have you ever developed or implemented standard operating procedures (SOPs) or quality guidelines? Please give an example.
• How do you provide feedback or coaching to team members to improve their performance without demotivating them?

Education:

• Bachelor's (Preferred)

Experience:

• Quality Assurance Manager: 2 years (Preferred)

Work Location: In person