Supervisor, Customer Relations Quality Assurance

HMSA•Honolulu, HI

13d

About The Position

This role oversees and manages the quality assurance program for Customer Relations contact center operations. The position involves conducting and supervising live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience. The goal is to ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines. This role also analyzes the effectiveness of training programs, collaborates on quality improvement initiatives, and directly supervises Customer Relations Business Specialists. Regular audits of call center operations, quality results, and agent performance trends are conducted, with insights and recommendations presented to leadership.

Requirements

Bachelor's degree or equivalent combination of education and relevant experience.
Three years of experience in a call center, quality assurance, training, or customer service environment.
Prior experience conducting quality evaluations and providing performance-based feedback.
One year of prior leadership experience.
Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies.
Ability to analyze performance data, identify trends, and translate findings into actionable recommendations.
Excellent coaching, mentoring, and feedback skills.
Strong understanding of customer experience principles and service standards.
Ability to collaborate effectively across teams and influence positive change.
Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Ability to prepare clear, data-driven reports and presentations.

Nice To Haves

Experience with call monitoring, CRM, workforce management, and reporting tools preferred.

Responsibilities

Oversee and manage the quality assurance program for Customer Relations contact center operations.
Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience.
Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits.
Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards.
Provide timely, constructive feedback to agents and Customer Relations Business Specialists based on quality assurance findings.
Partner with supervisors and team leaders to support effective coaching plans and corrective action strategies.
Identify individual and systemic performance gaps and recommend targeted coaching, refresher training, or process improvements.
Support a culture of continuous learning, accountability, and service excellence.
Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes.
Assess the quality and effectiveness of training design elements, including learning objectives, course content, exercises, simulations, and assessments.
Review and evaluate training exams, quizzes, and performance-based evaluations to ensure they accurately measure job readiness and knowledge transfer.
Identify gaps between training outcomes and on-the-job performance and provide actionable recommendations for improvement.
Partner with Training leadership and trainers to recommend enhancements to curriculum, instructional methods, assessments, and reinforcement strategies.
Support validation of training effectiveness through calibration sessions, quality audits, and performance trend analysis.
Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives.
Contribute to the development and maintenance of standard operating procedures, scripts, job aids, and quality guidelines.
Support the evaluation of training effectiveness and recommend enhancements based on QA trends.
Participate in cross-functional projects aimed at improving efficiency, compliance, and customer experience.
Collaborate with Training and Customer Relations leadership to evaluate and improve training program effectiveness by analyzing quality results, performance metrics, and assessment outcomes.
Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development.
Ensure QA staff are calibrated, trained, and aligned on quality standards and evaluation expectations.
Facilitate QA calibration sessions to ensure scoring accuracy and consistency.
Serve as a subject matter expert for quality standards, monitoring practices, and customer experience expectations.
Conduct regular audits of call center operations, quality results, and agent performance trends.
Analyze QA data and operational metrics to identify trends, risks, and opportunities for improvement.
Develop and deliver reports on key performance indicators, including but not limited to: Quality scores, Average handle time, Call resolution, Customer satisfaction metrics.
Present insights and recommendations to Customer Relations leadership and cross-functional partners.
Perform other related duties and special assignments as required to support Customer Relations and organizational objectives.