CX Quality Supervisor

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

📋 Description

• Manage daily quality assurance operations and prioritize the workload of the team.

• Ensure the consistent delivery of high-caliber results that align with organizational and client expectations.

• Identify quality patterns and analyze performance metrics.

• Implement process enhancements that improve efficiency, accuracy, and service delivery.

• Recruit, train, mentor, and assess team members.

• Promote accountability, collaboration, and ongoing learning.

• Lead internal audit initiatives and ensure adherence to quality standards and operational requirements.

• Collaborate with cross-functional stakeholders on process development, technology implementations, testing, and service enhancement projects.

• Monitor and assess voice and non-voice interactions, calls, transactions, and associated business processes.

• Conduct daily reviews and audits to ensure compliance with client, company, and regulatory standards.

⛳️ Requirements

• A minimum of 4 years of experience in Quality Assurance or related fields.

• A Bachelor’s Degree or an equivalent combination of education and experience may be considered.

• Extensive expertise in healthcare/Medicaid operations, preferably in Provider Enrollment.

• At least one year of supervisory or team leadership experience.

• Demonstrated experience in leading quality assurance programs, developing teams, and achieving measurable improvements.

• Strong knowledge of quality management principles, quality control practices, root cause analysis, Six Sigma methodologies, and continuous improvement strategies.

• Capability to assess complex issues, interpret performance data, discern trends, and implement corrective measures.

• Exceptional verbal and written communication skills.

• Familiarity with quality monitoring systems, testing methodologies, operational technologies, scheduling tools, and business software applications.

• Minimum download speed of 24 Mbps and upload speed of 8 Mbps for remote work.

• A home office or a room with a door is necessary for remote work.

• Availability from 8 AM to 5 PM and punctuality is required.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational support.

• Leadership and technical development programs.

• Home office or remote work options.