Sr. Supervisor, Customer Support Quality
Remote · Portugal
Job Summary
Senior Supervisor, CS Quality leads a global team of CS Quality Associates across US/EU, owns QA performance metrics and the QA framework, and collaborates with CS Leadership and BPO partners to drive scalable, cost-efficient quality improvements. Responsibilities include coaching a distributed team, evolving evaluation rubrics and calibration processes, identifying trends from QA data, defining and prioritizing CS process improvements, forecasting QA evaluation volumes with Workforce Management, and ensuring consistency of QA standards across US and EU operations. The role emphasizes cross-functional collaboration with CS Operations, Training, Policy, and Stakeholder Management to translate QA insights into actionable operational enhancements and measurable outcomes.
Required Qualifications
- 2+ years of experience in a people management role
- Strong background in Quality Assurance within Customer Service or a similar environment
- Experience working with global teams across multiple time zones
- Ability to manage vendor/BPO relationships and drive alignment
- Experience building or scaling QA programs
- Familiarity with QA tools, scorecards, and calibration processes
- Experience in fast-paced, high-growth environments
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