Supervisor, Quality Assurance

Overview

We are seeking a dynamic and detail-oriented QA Supervisor to join our team. This role is responsible for driving service excellence by identifying agent-level performance opportunities across key KPIs, customer experience metrics, customer satisfaction indicators, learning gaps, and process improvement areas.

The incumbent will evaluate a random sample of customer interactions across multiple channels including calls, emails, chats to ensure compliance with client standards, operational accuracy, quality benchmarks, and handling efficiency. The role also supports one or more client accounts within a portfolio environment.

Responsibilities

• Conduct quality evaluations of customer interactions across all assigned channels.
• Perform call listening sessions with Customer Service Executives (CSEs).
• Provide constructive and actionable feedback through post-monitoring annotations.
• Facilitate team huddles focused on quality improvements and performance alignment.
• Conduct health checks for newly introduced processes and workflows.
• Monitor and manage team performance on metrics such as NPS, Quality, CSAT, ICE, and other operational 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.
  
  Reporting Responsibilities
  • Weekly and Monthly Quality Performance Reports.
  • Feedback Tracker / Coaching Logs.
  • Effectiveness Analysis after refreshers, calibrations, and spot checks.
  • Trend Analysis and Process Improvement Reports.

Qualifications

• Minimum Bachelor’s Degree.
• Strong interpersonal, communication, and stakeholder management skills.
• Excellent command of English (written and verbal).
• Strong working knowledge of MS Office, especially Microsoft Excel.
• Good analytical, problem-solving, and strategic thinking abilities.
• Minimum 1 year of relevant experience in Quality Assurance / Contact Center Operations.