Quality Assurance Supervisor – Contact Center

About the role

We are looking for a dynamic, detail‑oriented Quality Assurance Supervisor to drive service excellence across multiple client accounts. You will evaluate customer interactions, provide actionable feedback, and partner with operations and training teams to continuously improve the customer experience.

Key responsibilities

• Conduct quality evaluations of calls, emails, chats and other customer interactions.
• Perform call‑listening sessions with Customer Service Executives and deliver constructive feedback.
• Facilitate team huddles focused on quality improvements and performance alignment.
• Monitor key metrics such as NPS, Quality, CSAT, ICE and other operational KPIs.
• Prepare analytical reports, dashboards and trend analyses for management.
• Identify root causes, recommend corrective actions and support process‑health checks.
• Collaborate with Operations and Training to enhance agent capability and customer experience.

Required profile

• Minimum Bachelor’s degree.
• Excellent written and verbal English communication.
• Strong interpersonal, stakeholder‑management and analytical abilities.
• At least 1 year of experience in Quality Assurance or contact‑center operations.

Required skills

• Microsoft Excel
• Microsoft Office suite