Supervisor, Quality & Insights

The Quality & Insights Coach is a trusted quality expert who partners closely with operations leaders and cross‑functional stakeholders to ensure consistent call center quality performance. This role is responsible for the development, integration, and execution of quality management programs and related initiatives that support strategic business objectives. The incumbent manages and develops a team of Quality & Insights Analysts while serving as a key liaison between Quality, Operations, and other business partners. This role ensures quality standards, scoring methodologies, and tools are consistently applied, understood, and leveraged to drive performance improvement.

Job Responsibilities

• Provide leadership, coaching, and development for a team of Quality & Insights Analysts, ensuring high performance and engagement.
• Provide guidance on quality policies, procedures, and scoring best practices to Quality and Operations partners.
• Pl...