Quality Supervisor

Quality Supervisor role:

Objective

Ensure high-quality service delivery at customers’ homes by monitoring ratings, resolving issues, and improving worker performance to maintain customer satisfaction.

Responsibilities

- Review all ratings below 4 stars daily and identify root causes.

- Manage quality tickets and follow up with customers to resolve issues (redo, compensation, offers).

- Conduct field inspections to ensure service quality standards are met.

- Monitor worker performance and take corrective actions (warning, training, temporary suspension).

- Prepare daily summaries and monthly analytical reports.

KPIs

- Average monthly rating ≥ 4.7

- Complaint rate < 5%

- Ticket resolution within 24 hours ≥ 90%

- Reduction in repeated issues