Senior Supervisor, Quality

Turo-posted 2 months ago
$75,000 - $95,000/Yr
Full-time • Mid Level
Arizona, LA
501-1,000 employees
Rental and Leasing Services
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We're a collaborative, data-driven, and quality-focused Operations team dedicated to delivering world-class experiences for Turo's guests and hosts. We work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to ensure consistency and excellence across every customer touchpoint.

  • 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.
  • 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.
  • 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.
  • 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
  • In-office lunch, office snacks, and fun activities for those who are in the office full-time or hybrid
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