Supervisor, Quality Communications

What You'll Do

• Lead, coach, and develop a team of Quality Consultants supporting internal and external customer interactions.
• Drive quality assurance initiatives, coaching programs, and performance improvement strategies.
• Analyze operational data, identify trends, and implement solutions that improve customer experience and contact center performance.
• Partner with Training, HR, Legal, Compliance, Operations, and senior leadership to drive business outcomes and process optimization.
• Oversee onboarding and nesting programs for new contact center associates.
• Manage multiple projects and priorities while ensuring service level agreements (SLAs) and business objectives are achieved.
• Handle escalated customer situations and provide guidance on complex service issues.
• Recruit, train, mentor, and develop future leaders within the organization.

What We're Looking For

• 3–5 years of leadership or supervisory experience with a proven ability to coach, motivate, and develop high-performing teams.
• Strong analytical skills with experience identifying trends, solving problems, and driving measurable improvements.
• Experience leading quality assurance, customer experience, training, coaching, or contact center operations initiatives.
• Ability to influence stakeholders and collaborate effectively across multiple departments and leadership levels.
• Strong communication, organizational, and project management skills.
• Bachelor's degree or equivalent work experience preferred.

Required Qualifications

• Must be able to work onsite in our Fremont, Michigan office.
• Must currently hold a Life, Accident & Health Insurance License or be willing and able to obtain and maintain licensing upon hire.
• Demonstrated experience using data and reporting to drive performance improvements.
• Strong PC proficiency and ability to troubleshoot technical issues.
• Able to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Contact center, customer service, financial services, or insurance industry experience.
• Previous leadership experience supporting remote or work-from-home teams.
• LOMA designation or equivalent professional certification.