Experienced Call Center Quality Assurance Supervisor
On-siteWichita, Kansas, United States
Job Summary
Supervise QA analysts and oversee daily monitoring of agent interactions across multiple BPO campaigns. Conduct calibration sessions to ensure scoring consistency and analyze QA data to identify performance gaps and training needs. Provide coaching and feedback to improve agent quality scores while collaborating with Operations and Training to implement quality improvement plans. Ensure compliance with client requirements and internal QA standards, then prepare and present quality reports to internal leadership and clients. Complete a full application including screening questions and a pre-employment test. Minimum 3 years of QA experience in a BPO with at least 1 year in a supervisory role.
Required Qualifications
- Associate Degree, Certification or Equivalent Combination of Training and Experience
- Minimum 3 years of QA experience in a BPO
- at least 1 year in a supervisory role
- Strong analytical, coaching, and communication skills
- Familiarity with QA tools, CRM systems, and reporting platforms
- Detail-oriented with a focus on accuracy and compliance
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation
- Must be willing to submit to drug screening
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