Senior Supervisor, Quality & Training

The job overview for the Quality Supervisor role is to create and own the Quality vision for JustAnswer Customer Care. The supervisor will collaborate with leadership to improve the quality of customer interactions and develop agent coaching strategies. They will oversee the offshore support team, recruitment and training of new agents, and ensure efficient and effective support processes. Additionally, the supervisor will support customer-driven initiatives, provide escalation support, and contribute to the team's objectives and key results.

• 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 managers 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
• 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

• 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 diversity to drive richer insights, fuel innovation, and create better outcomes
• Attract and develop an engaged and inclusive workforce
• Equal opportunity for career opportunities without regard to protected status under applicable laws and regulations