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