Contact Center Quality Assurance Supervisor

Supervisor

Remote

July 13, 2026

Application ends: October 11, 2026

REQUIREMENTS

Associate degree or two (2) to four (4) years of experience in contact center quality assurance, customer service, or a related field.
Experience evaluating customer interactions and providing coaching to improve agent performance.
Strong understanding of contact center quality metrics and performance standards.
Excellent analytical, problem-solving, and organizational skills.
Outstanding written and verbal communication skills.
Experience using CRM systems and quality monitoring tools.
Ability to analyze data and develop actionable recommendations.
Strong attention to detail and the ability to work independently.
Ability to multitask and thrive in a fast-paced environment.
English language proficiency.

RESPONSIBILITIES

Monitor and evaluate customer interactions, including phone calls and other supported communication channels.
Maintain and support contact center quality assurance standards and evaluation processes.
Provide timely, constructive coaching and performance feedback to Contact Center Agents.
Conduct regular quality reviews and weekly coaching sessions.
Analyze customer service performance metrics, including quality scores, service level, customer satisfaction (CSAT), average handle time (AHT), and other key performance indicators.
Identify performance trends and recommend strategies to improve service quality and operational performance.
Partner with supervisors to support agent development and continuous improvement.
Assist in identifying training needs and support onboarding and refresher training initiatives.
Prepare recurring and ad hoc quality assurance reports for project leadership.
Participate in calibration sessions to ensure consistency across quality evaluations.
Promote a culture of accountability, professionalism, continuous improvement, and exceptional customer service.
Perform additional duties as assigned.