Quality Assurance Supervisor – Customer Service

About the role

We are looking for a dynamic, detail‑oriented Quality Assurance Supervisor to lead service‑excellence initiatives across multiple client accounts. You will evaluate customer interactions, coach agents, and drive continuous improvement in a call‑center environment.

Key responsibilities

• Conduct quality evaluations of calls, emails, and chats to ensure compliance with client standards.
• Perform call‑listening sessions with Customer Service Executives and provide actionable feedback.
• Facilitate team huddles focused on quality improvements and performance alignment.
• Monitor and manage team metrics such as NPS, Quality, CSAT, ICE, and other operational KPIs.
• Prepare analytical reports, dashboards, and trend analyses for management review.
• Identify root causes, recommend corrective actions, and partner with Operations and Training teams.
• Generate weekly and monthly quality performance reports, coaching logs, and process‑improvement documentation.

Required profile

• Minimum Bachelor’s degree.
• At least 1 year of experience in Quality Assurance or Contact Center Operations.
• Strong interpersonal, communication, and stakeholder‑management skills.
• Excellent written and verbal English.
• Analytical, problem‑solving, and strategic thinking abilities.

Required skills

• Proficiency with Microsoft Excel.
• Working knowledge of Microsoft Office suite.