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Quality Supervisor

Job Summary

The Quality Supervisor will be responsible for leading the Quality Assurance (QA) team, ensuring consistent delivery of high-quality customer service across all channels (voice, chat, email). This role combines team leadership, data analysis, and strategic collaboration with Operations, Training, and Client teams to strengthen quality processes and ensure alignment with business KPIs.
 

Key Responsibilities

• Lead and manage the QA team to ensure consistent delivery of high-quality customer service across all channels (voice, chat, email).
• Develop, implement, and maintain QA frameworks, scorecards, and calibration processes to ensure accuracy and fairness in evaluations.
• Conduct regular coaching sessions and feedback reviews with QA analysts.
• Analyze performance trends, identify root causes of quality issues, and provide actionable insights to Operations and Training teams.
• Collaborate with Operations, Training, and Client to align quality goals with business objectives and KPIs.
• Lead calibration sessions with internal teams and clients to maintain scoring consistency and alignment.
• Design and deliver quality reports, dashboards, and presentations for leadership and clients.
• Drive process improvement initiatives to enhance operational efficiency and customer experience.
• Support onboarding and training programs by identifying skill gaps and recommending targeted learning solutions.
• Manage QA team performance, including evaluations, feedback, and professional development.
• Promote a culture of quality, accountability, and continuous improvement within the organization.
• Utilize QA tools, CRM systems, and analytics platforms to monitor performance and optimize processes.

Requirements

• Bachelor's degree in Business Administration, Psychology, Industrial Engineering, or related field (preferred).
• 2–3 years of prior experience in a Quality Supervisor, QA Lead, or similar role within a Call Center / BPO environment.
• Proven experience leading teams and conducting coaching and calibration sessions.
• Knowledge of quality assurance methodologies and scorecard management.
• Proficiency with CRM tools, analytics platforms, and reporting (advanced Excel, dashboards).
• Strong analytical skills for trend identification and root cause analysis.
• Excellent verbal and written communication skills in English and Spanish (intermediate-advanced level).
• Ability to collaborate effectively across multiple teams and stakeholders, including clients.
• Results-oriented mindset, attention to detail, and strong leadership capability.