Onsite Call Center Quality Supervisor

About the role

This role requires onsite presence at our Irving, TX facility.

Responsibilities

• Conduct root cause analysis (RCA) meetings with Campaign Coordinators and Quality Analysts to identify trends, issues, and opportunities for improvement.
• Develop and implement action plans to address the root causes of QA findings and performance gaps.
• Ensure Quality Analysts consistently understand and adhere to established QA guidelines and standards.
• Ensure QA updates, process changes, and other relevant information are communicated to all stakeholders in a timely manner.
• Assist the QA Coordinator with the planning and implementation of new QA programs and initiatives.
• Regularly review Quality Analysts’ productivity and performance to ensure deliverables are completed accurately, timely, and in accordance with established standards.
• Monitor data integrity and ensure QA results and reporting are accurate and reliable.
• Manage workload distribution across Quality Analysts to effectively meet operational demands and business requirements.
• Conduct monthly performance evaluations using the established Quality Analyst scorecard.
• Mentor, coach, and counsel Quality Analysts to support performance improvement, professional development, and achievement of performance expectations.
• Prepare and submit reports to Operations Coordinators and Managers detailing QA evaluations, performance results, and scores.
• Prepare and submit weekly RCA reports to the QA Coordinator.
• Provide updates on incentive program results and performance.
• Prepare and complete special reports and analyses as requested by department leadership.
• Respond to reporting and information requests from Operations Coordinators and other stakeholders.
• Review Quality Analysts’ reports to ensure accuracy, completeness, and timely submission.
• Lead the QA team during departmental calibration sessions and participate in calibration sessions with Operations and clients, as applicable.
• Serve as a primary point of contact during client conference calls related to QA issues, disputes, and performance concerns.
• Collaborate with Operations and clients to establish, standardize, and update call monitoring guidelines and QA standards as needed.
• Ensure relevant information and changes resulting from calibration sessions are communicated to the QA team and applicable stakeholders.
• Complete special assignments, projects, and other duties as assigned by the immediate supervisor.
• Participate in the immersion and orientation of new QA staff to support effective onboarding and integration into the department.
• Actively participate in department activities, initiatives, and other organizational programs as required.

Qualifications

• Graduate of any 4-year degree or its equivalent
• At least one year experience in Call Center operations
• Prior Quality Assurance experience is required
• Prior Supervisory experience is required
• MS Excel proficiency is required