Senior Supervisor, Quality & Training

The Quality Supervisor will be responsible for creating and implementing a vision for quality standards within JustAnswer Customer Care. They will collaborate with leadership to improve the quality of customer interactions and develop strategies to enhance the support experience. Additionally, they will oversee a team of offshore agents, ensuring that quality KPIs are met and providing coaching and training as needed. The Quality Supervisor will also be involved in developing and implementing new processes, supporting customer-driven initiatives, and resolving customer concerns. Strong communication, collaboration, and leadership skills are essential for success in this role.

Collaborate with leadership members to develop initiatives aimed at improving the quality of phone call, email, and chat interactions with customers

Oversee the quality of our offshore support team of ~250 agents and leaders and ensure quality KPIs are met

Partner with Operational mangers and team leads to develop agent coaching strategies

Conduct calibration audits and lead calibration sessions with quality auditors, trainers, and team leads

Oversee the recruitment, training, and onboarding of new agents and leaders

Partner with training team to develop training courses to support company and department initiatives

Maintain the agent knowledgebase to ensure that processes are well documented and that articles are relevant and up to date

Ensure that teams are informed about tests and changes to company products and services

Develop and implement new agent processes to support policy changes and product testing

Evaluate and adjust existing agent processes to ensure efficient and effective support

Oversee the Membership Retention program and partner with offshore support team to develop initiatives aimed to improve retention rate

Support product teams with customer driven initiatives and qualitative research

Provide escalation support to ensure customer concerns are resolved with urgency and care

Support team’s Objectives and Key Results (OKRs) as needed

• 5+ years of experience in a customer service quality leadership role, ideally with a consumer internet or software company
• 3+ years of experience with BPOs, either as vendor or client
• Strong communication and collaboration skills
• Strong belief in customer and brand advocacy
• Data-driven
• Ability to think creatively, critically, and analytically
• Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines
• Experience leading remote employees of different time zones
• Excellent organizational skills
• Self-directed with experience and good judgment to plan and accomplish goals
• Ability to interface well with other members of the organization
• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts as an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement

• Remote-first/hybrid work environment
• Option to meet in person for teaming, collaboration, or social events
• Employee well-being as a top priority
• Fully vaccinated employees can attend optional in-person events
• Commitment to workplace diversity
• Embrace workplace diversity
• Richer insights, fuels innovation, and creates better outcomes
• Attracting and developing an engaged and inclusive workforce
• Consideration without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.