Contact Center QA Supervisor

Job Summary

A company is looking for a Contact Center Quality Assurance Supervisor to lead a QA team on a contact center project.

Key Responsibilities

• Lead and coach a team of QA analysts to evaluate customer interactions
• Conduct coaching sessions and performance reviews while monitoring agent performance
• Analyze QA metrics, prepare reports, and present findings to stakeholders

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 a plus