Quality & Customer Experience Supervisor
Core
Drive service quality and customer experience across Technical Support & Customer Service operations through structured quality audits, data analysis, process improvement, and targeted training initiatives.
Role type
Senior IC Quality & Customer Experience Supervisor
Builds
Improved customer interactions, consistent service standards, and enhanced operational workflows
Domain
Customer Support / Service Delivery
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Quality assurance auditing, root-cause analysis, process improvement, training design and facilitation, stakeholder management, data trend analysis, corrective and preventive action planning, coaching and feedback delivery
Preferred skills
Prior experience in Quality Lead, Senior Quality Analyst, or Quality Supervisor roles
Technologies
Quality dashboards, audit frameworks, SOPs, quality scorecards
Responsibilities
Conduct regular audits of voice and written customer interactions; analyze audit results to identify trends and root causes; design and facilitate targeted training sessions; maintain quality dashboards and reporting; partner with stakeholders to implement corrective actions; support continuous improvement initiatives
Seniority
Senior, hands-on IC
