Supervisor, Customer Relations Quality Assurance

Job Summary

Worksite Location (In-Office): Honolulu, Kapolei, or Keaau
Pay Range: $53,000 - $99,000, position is eligible for an incentive bonus
Note: Individuals typically begin between the minimum to middle of the pay range

About the Role

The Customer Relations Quality Assurance Supervisor is responsible for ensuring the consistent delivery of high-quality customer service across Customer Relations contact center operations.

Responsibilities

• Oversee and manage the quality assurance program for Customer Relations contact center operations.
• Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience.
• Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits.
• Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards.
• Provide timely, constructive feedback to agents and Customer Relations Business Specialists based on quality assurance findings.
• Partner with supervisors and team leaders to support effective coaching plans and corrective action strategies.
• Identify individual and systemic performance gaps and recommend targeted coaching, refresher training, or process improvements.
• Support a culture of continuous learning, accountability, and service excellence.
• Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes.
• Assess the quality and effectiveness of training design elements, including learning objectives, course content, exercises, simulations, and assessments.
• Review and evaluate training exams, quizzes, and performance-based evaluations to ensure they accurately measure job readiness and knowledge transfer.
• Identify gaps between training outcomes and on-the-job performance and provide actionable recommendations for improvement.
• Partner with Training leadership and trainers to recommend enhancements to curriculum, instructional methods, assessments, and reinforcement strategies.
• Support validation of training effectiveness through calibration sessions, quality audits, and performance trend analysis.
• Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives.
• Contribute to the development and maintenance of standard operating procedures, scripts, job aids, and quality guidelines.
• Support the evaluation of training effectiveness and recommend enhancements based on QA trends.
• Participate in cross-functional projects aimed at improving efficiency, compliance, and customer experience.
• Collaborate with Training and Customer Relations leadership to evaluate and improve training program effectiveness by analyzing quality results, performance metrics, and assessment outcomes.
• Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development.
• Ensure QA staff are calibrated, trained, and aligned on quality standards and evaluation expectations.
• Facilitate QA calibration sessions to ensure scoring accuracy and consistency.
• Serve as a subject matter expert for quality standards, monitoring practices, and customer experience expectations.
• Conduct regular audits of call center operations, quality results, and agent performance trends.
• Analyze QA data and operational metrics to identify trends, risks, and opportunities for improvement.
• Develop and deliver reports on key performance indicators, including but not limited to:
• Quality scores
• Average handle time
• Call resolution
• Customer satisfaction metrics
• Present insights and recommendations to Customer Relations leadership and cross-functional partners.
• Perform other related duties and special assignments as required to support Customer Relations and organizational objectives.

Requirements

• Bachelor's degree or equivalent combination of education and relevant experience.
• Three years of experience in a call center, quality assurance, training, or customer service environment.
• Prior experience conducting quality evaluations and providing performance-based feedback.
• One year of prior leadership experience.
• Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies.
• Ability to analyze performance data, identify trends, and translate findings into actionable recommendations.
• Excellent coaching, mentoring, and feedback skills.
• Strong understanding of customer experience principles and service standards.
• Ability to collaborate effectively across teams and influence positive change.
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to prepare clear, data-driven reports and presentations.
• Experience with call monitoring, CRM, workforce management, and reporting tools preferred.