Call Center Quality Assurance Supervisor

This is a fully remote position, open to applicants in California.

📋 Description

• Lead, mentor, and nurture a team of Quality Assurance experts.

• Supervise quality monitoring initiatives, assess workloads, ensure scoring accuracy, and guarantee timely execution of quality evaluations.

• Conduct calibration sessions and collaborate with Operations, Training, and Leadership to uphold consistency in quality standards, scoring, and performance expectations.

• Examine quality outcomes, performance metrics, and customer interaction patterns to pinpoint gaps, root causes, and areas for enhancement.

• Convert quality findings into practical coaching, training, and process improvement suggestions.

• Prepare and disseminate quality reports, scorecards, trends, and recommendations to leadership.

• Assist with compliance and ongoing improvement initiatives.

• Directly impact quality, compliance, employee performance, and the customer experience for California's Medi-Cal program.

⛳️ Requirements

• A minimum of 3 years of experience in quality assurance, quality monitoring, quality auditing, or contact center operations in a high-volume call center or customer contact center setting.

• At least 1 year of experience in a leadership, supervisory, or team lead role, with a focus on coaching and developing staff.

• Proficient in call monitoring, quality assessments, scoring, calibration, performance metrics, and employee coaching.

• Strong analytical and problem-solving abilities to detect trends, identify root causes, and convert data into actionable recommendations.

• Excellent written, verbal, interpersonal, and leadership communication skills.

• Proficient in Microsoft Office applications.

• Familiarity with CRM systems, quality monitoring tools, reporting, or other contact center technologies.

• Experience in healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center environments is preferred.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development programs.