Quality Supervisor
Core
Oversee quality assurance operations, conduct audits, analyze monitoring data, and drive performance improvement projects for customer service consultants.
Role type
Quality Supervisor (Customer Service Operations)
Builds
Quality assurance programs, performance improvement initiatives, and actionable insights for service delivery teams.
Domain
Customer Service / Call Center Operations
Deliverable
dashboards & analysis
Required skills
Quality assurance auditing, data analysis, process mapping, stakeholder communication, team coaching, regulatory compliance knowledge, performance metrics management, project management, MS Office proficiency, quality management software usage
Preferred skills
Six Sigma certification, experience with data analysis tools, experience in call center environments
Responsibilities
Prepare weekly sampling plans, conduct live/recorded/side-by-side audits, track QA accuracy via ATA and calibration, analyze monitoring data to identify program issues, communicate insights to service delivery and training teams, drive quality awareness programs, reduce waste and increase efficiency through process improvements, build team competencies and engagement.
Seniority
Mid-level, hands-on IC with team leadership responsibilities