Quality Assurance Supervisor

Job Summary

A company is looking for a Quality Assurance Supervisor to lead a QA team on a Department of Veterans Affairs contact center project.

Key Responsibilities

• Lead and coach a team of QA analysts to ensure accurate evaluation of customer interactions
• Monitor agent performance, identify trends, and collaborate with training and operations teams to enhance service delivery
• Analyze QA metrics, prepare reports, and maintain compliance with internal policies and regulatory requirements

Required Qualifications

• Bachelor's degree in Business, Management, or a related field (or equivalent experience)
• 4+ years in a contact center environment with at least 1 year in a supervisory QA role
• Experience with QA platforms (e.g., NICE, Verint, Genesys, Calabrio)
• Ability to manage priorities in a fast-paced, remote environment
• Experience with VA or other federal agencies is preferred