Urgent Hiring: Quality Supervisor
Core
Design and execute quality assurance sampling plans, conduct audits (Live, Recorded, Side-by-Side), and analyze monitoring data to identify program-level issues and drive performance improvements for customer service consultants.
Role type
Quality Supervisor (Call Center Operations)
Builds
Quality assurance programs, performance improvement initiatives, and actionable insights for service delivery teams.
Domain
Customer Service / Call Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Sampling plan design, audit execution (Live/Recorded/Side-by-Side), data analysis, process mapping, regulatory compliance knowledge, coaching and feedback delivery, stakeholder communication.
Preferred skills
Six Sigma certification, experience with quality management software, data analysis tools proficiency.
Technologies
MS Office, quality management software, data analysis tools, reporting software.
Responsibilities
Prepare weekly sampling plans and share with the CE team; Ensure all types of transactions are monitored; Conduct three types of audits as recommended by COPC; Track QA accuracy via ATA and Calibration; Analyze monitoring data to identify program level issues; Drive quality awareness programs and performance improvement projects; Communicate insights to Service Delivery and Training teams.
Seniority
Mid-level, hands-on IC