Senior Supervisor Customer Support , Quality Assurance

Turo

9d•$75,000 - $95,000•Hybrid

About The Position

About the team We’re a collaborative, data-driven, and quality-focused Customer Operations team dedicated to delivering world-class experiences for Turo’s guests and hosts. We work closely with Training, BPO Vendor Management, Claims Supervisors, Trust & Safety Investigators and other cross-functional peers . As a Senior Supervisor, Quality, you’ll lead a team of QA Specialists - across Customer Support, Claims and Trust &Safety teams. You’ll provide constructive feedback, coach for performance, and foster a culture of continuous improvement and accountability in the Turo QA team. In addition you will play a key role in strengthening quality standards across both internal operations teams and external contact centre agents. Beyond day-to-day management, you’ll help evolve our QA framework - championing new tools, technologies, and innovative approaches that elevate how we measure and enhance quality. You’ll dive deep into data, uncover insights, and collaborate with Operations leaders to identify trends and implement meaningful process improvements that drive business impact

Requirements

Demonstrates Turo’s values through leadership, decision-making, and team collaboration.
Represents Turo’s mission, vision, and values with integrity and professionalism.
Strong analytical skills with experience interpreting AI-generated quality scores and improving automated QA systems.
Proven ability to work independently and cross-functionally to implement impactful recommendations.
Highly detail-oriented with experience designing and documenting current- and future-state processes.
Excellent communication, presentation, and interpersonal skills.
Strong organizational and time management abilities with a proven track record of meeting deadlines.
Experience using QA evaluation software (e.g., Maestro QA, Nice, Playvox) and CMS platforms (e.g., Kustomer, Origami).
Proficiency in Google Workspace (Docs, Slides, Sheets, Gmail).
Strong supervisory and leadership skills with the ability to prioritize and delegate effectively.

Nice To Haves

Undergraduate degree or equivalent years of experience in data analysis and quality assurance.
Experience with 3rd-party Business Process Outsourcing (BPO) vendors.
Familiarity with continuous improvement methodologies such as Total Quality Management (TQM), Lean, Six Sigma, Kaizen, or Agile.

Responsibilities

Lead, coach, and develop a team of Quality Specialists, fostering a culture of accountability, continuous improvement, and high performance.
Manage relationships with external BPO partners to ensure adherence to quality standards and optimal performance outcomes.
Evolve and enhance Turo’s QA framework across live and digital agent interactions, implementing new tools, technologies, and methodologies to improve accuracy and efficiency.
Analyze data to identify trends, root causes, and actionable insights that inform process improvements across the host and guest journey.
Present findings and recommendations to stakeholders through compelling and data-driven presentations that highlight impact and opportunities.
Conduct audit sprints focused on key performance areas such as customer satisfaction (CSAT), first contact resolution, transfer rate, and handle time.
Lead and participate in meetings to discuss customer service trends, agent performance, and implementation of QA best practices.
Engage in agent feedback sessions to identify customer pain points and recommend targeted improvements.

Benefits

Competitive salary, equity, benefits, and perks for all full-time employees
Employer-paid medical, dental, and vision insurance (Country specific)
Retirement employer match
Learning & Development stipend to invest in your professional development
Turo host matching program
Turo travel credit
Cell phone and internet stipend
Paid time off to relax and recharge
Paid holidays, volunteer time off, and parental leave
For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities