ABOUT PROVANTAGE
ProVantage is Singapore's premier outsourced business support partner for ambitious realtors and team leaders. We provide trained, AI-equipped Virtual Assistants, Inside Sales Agents, Creative Specialists, and Lead Generation professionals — helping high-performing realtors reclaim their time, build systems, and scale without operational chaos.
ROLE OVERVIEW
The Quality Ops & Growth Manager is a senior internal role responsible for raising and maintaining the performance standard of every talent deployed under the ProVantage ecosystem. This is not a supervisory role — it is a force-multiplier role. You will design systems that make the entire team better, build training infrastructure that scales, and own the talent lifecycle from onboarding through performance coaching to retention.
Department
Operations & Talent
Reports To
Head of Client Operations
Employment Type
Full-Time / Contract
Location
Remote
KEY RESPONSIBILITIES
1. VA Performance Coaching
▸ Conduct structured 1:1 coaching sessions with deployed VAs to identify skill gaps and career growth opportunities.
▸ Build individual performance improvement plans (PIPs) for underperforming team members.
▸ Create a weekly rhythm of performance check-ins, tracked via internal KPI dashboards.
▸ Coach VAs on time management, communication standards, and client-facing professionalism.
▸ Collaborate with Client Success Manager to align VA output with client expectations and delivery SLAs.
2. Quality Control Reviews
▸ Audit weekly output across all talent roles — ISAs, GVAs, Social Media Managers, Video Editors, Lead Gen Specialists, and Graphic Designers.
▸ Develop and maintain role-specific Quality Rubrics used to score deliverables on a consistent standard.
▸ Conduct monthly QC reports with actionable findings and team-level improvement priorities.
▸ Flag and escalate recurring quality issues to the CEO with root-cause analysis and recommended corrective action.
▸ Establish a zero-tolerance quality culture aligned with ProVantage's delivery promise.
3. Training Asset Creation
Design and produce training materials for all ProVantage talent roles:
▸ General Virtual Assistants — admin systems, CRM tools, communication protocols, task management.
▸ Inside Sales Agents (ISA) — call scripts, objection handling, qualification frameworks, CRM data hygiene.
▸ Social Media Managers — content calendars, caption frameworks, brand compliance, platform-specific best practices.
▸ Video Editors — hook-first editing principles, subtitle standards, b-roll usage, export specs.
▸ Lead Generation Specialists — campaign structure, Meta Ads fundamentals, CPL benchmarks, reporting formats.
▸ Graphic Designers — brand system adherence, file delivery standards, design brief interpretation.
▸ Create a centralised ProVantage Training Library with evergreen modules, assessments, and certifications.
▸ Update training assets quarterly to reflect new tools, client requirements, and operational shifts.
4. Talent Management
▸ Oversee the onboarding experience for all new ProVantage hires — ensuring Day 1 readiness and 30-day integration success.
▸ Maintain talent health scorecards across the full team, tracking performance, engagement, and risk.
▸ Manage offboarding processes with knowledge transfer protocols to protect client continuity.
▸ Partner with the Client Success Manager on talent placement decisions, matching skills to client requirements.
▸ Lead quarterly talent reviews with structured feedback and promotion/progression recommendations.
5. SOP Development & Documentation
▸ Own the creation and maintenance of all role-level SOPs for ProVantage's six talent tracks.
▸ Build a standardised onboarding SOP playbook usable across all new hires without handholding.
▸ Document all recurring operational processes to support system scalability as team size grows.
▸ Conduct quarterly SOP audits and version control to ensure documentation stays accurate and current.
6. Performance Metrics & Reporting
▸ Design and manage the ProVantage internal KPI dashboard tracking individual and team-level performance.
▸ Produce monthly performance reports for the CEO with highlights, risks, and recommended actions.
▸ Define clear performance benchmarks per role (e.g., ISA call-to-appointment rate, GVA task completion rate, LGS CPL targets).
▸ Use data to identify top performers, promote recognition, and flag underperformance early.
HOW SUCCESS IS MEASURED
▸ Team-wide QC score of 85% or above sustained across all talent roles.
▸ 100% of new hires complete onboarding within their first 4 weeks with no supervisor escalation.
▸ All six talent tracks have complete, current training libraries within 60 days of hire.
▸ Monthly performance reports delivered on time with zero critical issues left unaddressed.
▸ Client escalations related to talent quality reduced by 50% within 90 days.
▸ SOP library maintained with version control and quarterly audit completion.
WHO YOU ARE
▸ You have 3–5 years of experience in Real estate, training, quality assurance, operations management, or talent development.
▸ You think in systems — you build processes, not workarounds.
▸ You have coached or managed remote team members and understand the discipline required.
▸ You communicate clearly and directly — in writing and verbally.
▸ You are hands-on when needed but always building toward a system that doesn't need you.
▸ You have an eye for quality and a low tolerance for mediocre output.
▸ Experience in a real estate, marketing, or sales support environment is an advantage.
PREFERRED BACKGROUND
▸ Prior experience as a Team Lead, L&D Executive, or QA Manager in an agency, or remote-first company.
▸ Familiarity with tools such as ClickUp, Privyr, Propertyguru, Canva, or equivalent platforms.
▸ Understanding of Singapore's real estate industry or having worked with realtors/property professionals.
▸ Ability to produce clear, professional documentation independently without templates provided.