Contact Center QA Supervisor

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

Jun 19, 2025 - 02:00

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