Quality Assurance Supervisor

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 random samples of customer interactions—calls, emails, chats—to ensure compliance with standards, operational accuracy, and quality benchmarks.

Key responsibilities

• Conduct quality evaluations of customer interactions across all assigned channels.
• Perform call listening sessions with Customer Service Executives and provide actionable feedback.
• Facilitate team huddles focused on quality improvements and performance alignment.
• Run health checks for newly introduced processes and workflows.
• Monitor and manage team performance on metrics such as NPS, Quality, CSAT, ICE, and other KPIs.
• Prepare analytical reports and dashboards for management review.
• Identify trends, root causes, and recommend corrective actions for continuous improvement.
• Partner with Operations and Training teams to enhance customer experience and agent capability.

Required profile

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

Required skills

• Microsoft Excel
• MS Office suite