Senior Supervisor, Quality

Turo • AZ

87d • $75,000 - $95,000

About The Position

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.

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

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees