Senior Supervisor, Customer Support Quality

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

📋 Description

• Oversee, mentor, and enhance the performance of a team of 5 to 10 Customer Service Quality Associates across various regions.

• Propel team success through explicit goal-setting, consistent feedback, and well-structured development plans.

• Cultivate a culture of strong engagement, accountability, and elevated performance standards within the team.

• Take ownership of QA performance metrics and reporting, ensuring precision, visibility, and actionable insights.

• Continuously refine the QA framework, including evaluation rubrics, methodologies, and calibration processes.

• Recognize trends and gaps in quality performance, converting insights into prioritized improvement initiatives.

• Guarantee alignment and uniformity in QA standards across operations in the US and EU.

• Modify processes to effectively accommodate a globally distributed team while upholding high standards.

• Collaborate with BPO vendors to ensure that quality expectations are clearly defined, met, and consistently adhered to.

• Work alongside cross-functional teams to promote continuous improvement initiatives.

• Leverage QA insights to influence decision-making and improve overall service delivery and processes.

• Manage the forecasting of QA evaluation volumes based on contact projections and quality coverage targets.

• Ensure the QA team works efficiently by balancing evaluation output, quality, and cost.

⛳️ Requirements

• A minimum of 2 years of experience in a people management position.

• Robust background in Quality Assurance within Customer Service or a related field.

• Experience collaborating with global teams across various time zones.

• Capability to manage vendor/BPO relationships and drive alignment.

• Strong analytical skills with the ability to convert data into actionable insights.

• Exceptional communication and stakeholder management abilities.

• Experience in developing or scaling QA programs.

• Familiarity with QA tools, scorecards, and calibration procedures.

• Experience in dynamic, high-growth environments.

🏝️ Benefits

• Health insurance.

• 401(k) match with immediate vesting for US employees.

• Generous and flexible time off, including 2 company-wide closure weeks.

• Taskrabbit product stipends.

• Wellness, productivity, and education stipends.

• Discounts at IKEA.

• Support for reproductive health.