Senior Supervisor, Customer Support Quality

Job Summary

Leading a global team of Customer Support Quality Associates, the remote Senior Supervisor, Customer Support Quality will manage quality performance, drive team development, and implement process improvements to enhance customer experiences.

Key responsibilities

• Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions
• Own QA performance metrics and continuously evolve the QA framework based on insights and trends
• Collaborate with cross-functional teams to drive continuous improvement initiatives and align QA standards globally

Required qualifications

• 2+ years of experience in a people management role within Quality Assurance or Customer Service
• Strong background in managing vendor/BPO relationships and working with global teams
• Experience building or scaling QA programs and familiarity with QA tools and calibration processes
• Analytical mindset with the ability to translate data into actionable insights
• Excellent communication and stakeholder management skills