Contact Center QA Supervisor

Job Summary

A company is looking for a Contact Center Quality Assurance Supervisor to lead their QA team and ensure high standards of customer interaction quality.

Key Responsibilities

• Supervise the evaluation of customer interactions for adherence to quality standards
• Lead, coach, and develop a team of QA analysts or specialists
• Analyze QA data to identify root causes of quality issues and recommend solutions

Required Qualifications

• Bachelor's degree in Business, Management, or a related field (or equivalent experience)
• 4+ years of experience in a contact center environment, with at least 1 year in a supervisory role (2+ years preferred)
• Proficiency in QA platforms (e.g., NICE, Verint, Genesys, Calabrio)
• Strong business acumen
• Previous work in healthcare is a plus