Contact Center Quality Management (QM) Supervisor

Solis Mammography•Addison, TX

3d•Remote

About The Position

The Contact Center Quality Management (QM) Supervisor supports the digital transformation and oversees quality assurance activities within the contact center. This position plays a vital role in ensuring that representatives consistently meet established standards, follow defined policies and procedures, and deliver efficient, empathetic, high-quality service. This role directly impacts customer retention, service excellence, and organizational profitability. The QM Supervisor conducts audits, analyzes data, and evaluates the contact center’s digital platforms (CCaaS, Fax Automation/OCR) to identify opportunities for improved service delivery, workflow optimization, and risk mitigation.

Requirements

Associate or bachelor’s degree preferred, or equivalent combination of experience and education.
Minimum 3-5 years contact center experience or quality assurance role
Minimum 3-5 years of contact center supervisor experience preferred.
Demonstrated ability to interact effectively at all levels in a fast-paced, high-pressure environment.
Strong professional communication skills (written and verbal), including personal branding.
Demonstrated high level of confidentiality and professionalism.
Exceptional customer service skills for internal and external stakeholders.
Strong organizational skills with superior time-management ability.
Proficiency in Microsoft Office required.
Ability to manage multiple projects and multitask effectively.
Strong judgment and decision-making skills.
Experience with contact center software applications preferred.

Nice To Haves

Minimum 3-5 years of contact center supervisor experience preferred.
Experience with contact center software applications preferred.

Responsibilities

Understands, promotes and demonstrates the Solis Way;
Ensures 100% compliance with all policies and processes.
Leverages digital platforms (CCaaS, Fax Automation/OCR) to analyze data, identify anomalies, optimize workflows, and assess risk.
Uses auditing as a proactive tool to drive improvement, ensure compliance, and challenge existing practices when necessary.
Develops, implements, and evaluates quality control procedures in alignment with organizational standards.
Collaborates with contact center leadership, IT, L&D, vendors, and solution architects to identify and resolve issues impacting quality standards.
Conducts process analysis and leads enhancements that improve operational efficiency and product reliability.
Analyzes data to identify trends, recurring issues, and opportunities for improvement.
Functions as the point of contact to answer questions and provide support to
Serves as a resource for leadership and representatives to answer questions and guide the use of available tools and processes.
Makes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfaction;
Perform other duties and responsibilities, as assigned.