Service Quality Supervisor

Work Set Up:Remote/WAH

Type of Contract:Full Time

Equipment: Company Provided

The Supervisor, Quality is responsible for overseeing daily quality assurance operations to ensure adherence to client requirements, regulatory standards, and organizational policies. This role supervises a team of quality analysts, monitors performance metrics, conducts audits, and drives continuous improvement initiatives. The Quality Supervisor partners with operations leadership to identify trends, implement corrective actions, and maintain consistent service delivery standards.

What does a day in the life of a Service Quality Supervisor look like?

• Supervise the daily activities of the quality assurance team to ensure accurate evaluations and consistent application of quality standards
• Monitor performance metrics and reporting to identify trends, gaps, and areas for improvement
• Conduct regular audits and reviews of processes, calls, and transactions to verify compliance with client and organizational requirements
• Provide coaching, feedback, and development opportunities to quality analysts to strengthen performance and capability
• Collaborate with operations leadership to address quality-related concerns and implement corrective action plans
• Develop and maintain quality monitoring tools, scorecards, and reporting mechanisms to track and communicate results
• Ensure quality assurance practices align with client expectations, contractual obligations, and regulatory requirements
• Support calibration sessions with internal teams and clients to ensure consistency in quality standards and scoring
• Participate in the development and implementation of training initiatives based on quality insights and business needs
• Contribute to continuous improvement efforts by identifying opportunities to enhance processes, tools, and service delivery outcomes
• Ensure adherence to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to support organizational goals
• Maintain a positive, empathetic, and professional attitude toward customers, colleagues, and stakeholders at all times
• Perform other duties as assigned

What are the required qualifications for a Service Quality Supervisor?

• 3–5 years in quality assurance or related operations within a service delivery environment
• Proven experience supervising or leading quality teams with the ability to coach, mentor, and develop staff
• Strong knowledge of quality assurance methodologies, tools, and reporting practices
• Excellent analytical and problem-solving skills with the ability to identify trends and recommend actionable improvements
• Effective communication skills, both written and verbal, with the ability to facilitate calibration sessions and deliver feedback constructively
• Proficiency in using quality monitoring systems, reporting tools, and standard business applications
• Ability to manage multiple priorities, maintain attention to detail, and adapt in a fast-paced environment
• Strong interpersonal skills with the ability to build cross-functional relationships and partner effectively with operations and clients

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.