Supervisor, Quality Assurance

We are looking for a proactive and detail-focused QA Supervisor to join our team. This role plays a crucial part in enhancing service quality by identifying performance improvement opportunities at the agent level across key performance indicators, customer experience metrics, satisfaction scores, learning gaps, and process enhancements. The QA Supervisor will assess a variety of customer interactions, including calls, emails, and chats, ensuring adherence to client standards, operational accuracy, quality benchmarks, and efficient handling. This position supports one or more client accounts within a portfolio-based environment.

Key Responsibilities
- Conduct quality evaluations of customer interactions across all assigned communication channels.
- Perform call listening sessions with Customer Service Executives (CSEs) to assess performance.
- Provide constructive, actionable feedback through detailed post-monitoring annotations.
- Facilitate team huddles aimed at quality improvements and aligning performance goals.
- Conduct health checks on newly implemented processes and workflows to ensure effectiveness.
- Monitor and manage team performance using metrics such as Net Promoter Score (NPS), Quality, Customer Satisfaction (CSAT), ICE, and other operational KPIs.
- Prepare analytical reports and dashboards for management review, highlighting key insights.
- Identify trends and root causes of quality issues, recommending corrective actions for continuous improvement.
- Collaborate closely with Operations and Training teams to enhance both customer experience and agent capabilities.

Reporting Responsibilities
- Generate weekly and monthly quality performance reports.
- Maintain feedback trackers and coaching logs to document agent development.
- Conduct effectiveness analysis following refresher trainings, calibration sessions, and spot checks.
- Prepare trend analysis and process improvement reports to support strategic decision-making.

Required Qualifications
- Bachelor’s Degree in any discipline.
- Strong interpersonal and communication skills with the ability to manage stakeholders effectively.
- Excellent command of English, both written and verbal.
- Proficient in MS Office applications, particularly Microsoft Excel.
- Demonstrated analytical, problem-solving, and strategic thinking abilities.
- At least 1 year of relevant experience in Quality Assurance or Contact Center Operations.

This role offers an excellent opportunity for individuals passionate about quality management and customer experience enhancement within a dynamic contact center environment. If you have a keen eye for detail and a drive to improve service standards, this position will allow you to make a significant impact.