QA Supervisor – Customer Experience

As a Quality Supervisor, you will lead and support a team of QA analysts, oversee the quality monitoring process, and drive continuous improvement initiatives to enhance service quality and customer satisfaction.

Requirements

• Bilingual Spanish / English
• 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

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement
• Relocation Assistance