Quality Supervisor

About the role

The Quality Supervisor leads the Quality Assurance team, ensuring accurate evaluations, analysis and performance of the Customer Interaction Quality Team. The role drives continuous improvement across customer experience, sales conversion and knowledge management.

Key responsibilities

• Supervise QA administrators, supervisors and Customer Experience Quality staff.
• Identify performance opportunities using KPI analysis and customer experience drivers.
• Select, train, develop and manage direct reports, providing coaching and counseling.
• Administer IBEX policies to ensure consistency.
• Coordinate work assignments based on resources and business demands.
• Review metrics and processes that impact Balanced Scorecard and profitability.
• Prepare daily, weekly and quarterly reports for supported accounts.
• Maintain accurate measurement of quality metrics and statistical baselines.
• Manage overtime and PTO usage of the team.
• Track new‑hire metrics and provide feedback on improvement areas.

Required profile

• Bachelor’s degree in Business or a related field.
• At least 2 years of experience in quality assessment or internal auditing.
• Minimum 1 year of direct quality experience.
• Prior BPO experience preferred.