Quality Control Supervisor

Key Responsibilities

• Lead daily quality control audits across dispatch and call center operations
• Monitor dispatch dashboards to ensure accurate pricing, ETAs, documentation, and call status updates
• Audit completed calls for compliance, billing accuracy, and operational consistency
• Identify trends, operational deficiencies, and opportunities for continuous improvement
• Exercise authority to make real-time dispatch adjustments to improve response times and reduce cancellations
• Verify proper truck statuses, GPS availability, and dispatcher resource utilization
• Review dispatch documentation to ensure required customer updates, notes, photos, payments, and call closures are completed accurately
• Develop operational recommendations that improve productivity and reduce inefficiencies
• Carry out routine quality reviews of recorded customer calls
• Evaluate professionalism, communication, empathy, and SOP compliance
• Identify coaching opportunities and provide objective performance feedback to Dispatch Leadership
• Recommend corrective training based on audit findings and recurring trends
• Serve as the primary liaison for Valor Fleet's AI call handling systems and TowPilot vendor relationships
• Review AI-generated calls to identify workflow issues, scripting improvements, and customer experience concerns
• Escalate recurring AI failures or operational issues to leadership and vendors for resolution
• Analyze dispatch reports, cancellation trends, rejection reports, and operational performance metrics
• Prepare audit findings and recommendations for Regional Logistics Leadership
• Recommend improvements to SOPs, dispatch workflows, pricing accuracy, ETA communication, and quality standards
• Partner with Dispatch Managers and Shift Leads to improve compliance and operational performance

About Valor Fleet Services

Valor Fleet Services is a growing family of companies that includes Henry's Wrecker Service, Road Runner Wrecker Service, Windsor Towing, Al's Towing & Storage, and The Truck Shop. Our mission is to provide professional, efficient, friendly, and compassionate service while becoming the leading towing, recovery, roadside repair, commercial truck repair, and equipment transportation company on the East Coast.