Supervisor, Quality & Insights (Call Center Operations)

PURPOSE AND DESCRIPTION

The Quality & Insights Supervisor is a trusted quality expert who partners closely with operations leaders and cross‑functional stakeholders to ensure consistent call center quality performance. This role is responsible for the development, integration, and execution of quality management programs and related initiatives that support strategic business objectives.

JOB RESPONSIBILITIES

• Provide leadership, coaching, and development for a team of Quality & Insights Analysts, ensuring high performance and engagement.
• Provide guidance on quality policies, procedures, and scoring best practices to Quality and Operations partners.
• Plan, facilitate, and organize quality initiatives in partnership with QA leadership and operational leaders.
• Conduct ongoing needs assessments to design and implement quality initiatives aligned to business priorities.
• Attend, observe, and facilitate daily, weekl...