Quality Assurance Supervisor

Overview

In this role, you will monitor and evaluate the performance and accuracy of all customer care activities - including inbound and outbound calls, complaints management, and service reporting. You will ensure that all interactions meet internal quality standards and regulatory requirements, while driving data accuracy and process excellence.

Quality Monitoring & Audits

• Conduct random call and complaint audits to ensure courtesy, accuracy, and compliance.
• Verify data accuracy across Ameyo, CHI, and IA systems.
• Track and report adherence to IA/CHI SLAs.
• Identify root causes of repeated errors or complaints.

Reporting & Data Validation

• Validate daily and monthly reports before submission to management or IA.
• Maintain dashboards for call center KPIs and complaint trends.
• Ensure timely, accurate, and consistent reporting.

Training & Coaching

• Provide continuous feedback and coaching to enhance team performance.
• Support onboarding and training of new team members on quality standards and data-entry best practices.

Process Improvement

• Identify workflow bottlenecks and recommend automation or procedural improvements.
• Track implementation of corrective actions from internal and external audits.
• Maintain version control for departmental reports and templates.

Qualifications & Skills

• Bachelor's degree in Business Administration, Quality Management, or related field
• Certified Quality Assurance professional (preferred)
• 4-6 years of experience in Customer Care, Quality, or Contact Center operations
• Minimum 2 years in a supervisory or quality monitoring role

Skills

• Advanced Excel & PowerPoint for dashboards and reporting
• Experience with CRM/Ameyo, CHI & IA systems
• Strong data validation and analytical capabilities
• Detail-oriented with strong analytical thinking
• Excellent communication and coaching skills
• Ability to multitask and perform under pressure
• High level of confidentiality and fairness in evaluations

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Insurance