Customer Experience Quality Supervisor

The Quality Supervisor plays a key leadership role within the Quality Assurance (QA) team, overseeing the evaluation process that ensures customer interactions meet established service and compliance standards. This position is responsible for guiding and supporting a team of QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and partnering with cross-functional teams to enhance the overall customer experience.

Requirements

• Minimum 2 years of team leadership experience in a contact center environment
• Minimum 3 years of experience in a quality environment
• Exceptional verbal and written skills
• Ability to coach, train, and motivate individuals, and evaluate their work performance
• Excellent problem-solving, Leadership, and Customer Service skills
• Proficient with technology, especially computers, software applications, and phone systems
• Experience working with: Salesforce, ObserveAI, G-Suite, Tableau, Sigma
• Experience working with cross-cultural teams
• Strong leadership and people management skills
• Deep understanding of contact center operations and quality standards
• An analytical mindset with the ability to translate data into actionable strategies
• Excellent communication and interpersonal abilities
• A passion for coaching, process improvement, and delivering a best-in-class customer experience

Benefits

• Comprehensive benefits and perks