Overview
The Supervisor, Quality Assurance is responsible for driving consistent execution of quality programs across customer interactions, ensuring service delivery meets defined standards, client expectations, and regulatory requirements. This role translates quality frameworks into day-to-day operational discipline, reinforcing performance standards across teams and channels.
By leading Quality Specialists and partnering closely with Operations and Training, this role ensures quality insights are effectively converted into coaching, process improvements, and measurable performance gains. The Supervisor acts as a frontline change agent, strengthening service consistency, enhancing customer experience, and supporting Carenet’s commitment to delivering high-quality, “white glove” service.
Responsibilities
How will Success in this Role be Measured?
Quality Performance ExecutionConsistent achievement of quality KPIs across assigned programs, including call, chat, and customer experience evaluations.
Coaching Effectiveness & Team DevelopmentImprovement in Quality Specialist performance and agent outcomes driven by structured coaching and feedback.
Program Compliance & Calibration AccuracyAdherence to client requirements, QA standards, and alignment through successful internal and external calibrations.
Operational Impact of Quality InsightsDemonstrated improvements in service quality through actionable insights, root cause analysis, and corrective actions.
Cross-Functional AlignmentEffective collaboration with Operations and Training, resulting in improved agent performance and reduced quality gaps.
Customer Experience ImprovementReduction in defects and measurable improvements in customer satisfaction and service consistency.
Sample Activities to Deliver the Goals
Oversee daily QA operations, ensuring monitoring programs are executed consistently across all customer touchpoints.
Lead, coach, and develop Quality Specialists through regular feedback, performance reviews, and skill-building sessions.
Facilitate quality review programs and calibrations to ensure scoring accuracy, consistency, and compliance.
Analyze quality data and performance trends to identify gaps, risks, and improvement opportunities.
Partner with Operations and Training teams to translate quality insights into targeted coaching and development plans.
Implement and monitor corrective and preventive actions to improve quality KPIs and customer experience outcomes.
Support the design and refinement of QA processes, tools, and methodologies to enhance consistency and efficiency.
Ensure adherence to client requirements, regulatory standards, and internal quality guidelines.
Provide timely, clear, and actionable feedback to stakeholders on quality performance and improvement initiatives.
Participate in client calibrations and contribute to discussions on quality performance and alignment.
Qualifications
Bachelor’s degree in Business, Management, or a related field preferred; equivalent experience may be considered.
Minimum of 3–5 years of experience in Quality Assurance, preferably in a customer service or contact center environment.
Prior experience in a supervisory or team leadership role preferred.
Strong understanding of QA methodologies, call center KPIs, and performance management practices.
Proven ability to coach, develop, and improve individual and team performance.
Strong analytical and problem-solving skills with the ability to interpret performance data.
Excellent communication and stakeholder management skills.
Ability to manage multiple priorities in a fast-paced, client-driven environment.
Proficiency in Microsoft Office tools (Excel, Word, PowerPoint); experience with QA tools and reporting systems preferred.
