Quality Assurance Supervisor Job Description We are seeking a highly skilled Quality Assurance Supervisor to spearhead the development and execution of our customer service quality assurance programs. As a key member of our team, you will work closely with Operations, Business Partners, and Stakeholders to enhance quality standards in our B2C customer service operation. Key Responsibilities: - Oversee a team of Quality Analysts who perform audits, assess performance scorecards, and provide feedback to agents. - Participate in the design of call monitoring formats and quality standards. - Take proactive steps to improve effectiveness, compliance to policy, and increase the level of service. - Collaborate with other teams to identify trends, streamline processes, and generate solutions to minimize quality assurance concerns and improve service. - Monitor the effectiveness of QA metrics as measures of performance, such as quality and satisfaction. Required Skills and Qualifications: - Proficient in SAP - Order Management Activities - Proficient in Salesforce - Proficient in Zendesk - Proficient in Five9 - Proficient in Microsoft Office; Excel, PowerPoint, Word, etc. - Interpreting KPI's - Proficient with call monitoring technologies - Knowledge of customer care processes and techniques Benefits: - Career Opportunity: Grow and develop your skills along multiple career paths. - Learning & Development: Access state-of-the-art learning resources, including our Lean Academy and online university. - Diverse & Inclusive Culture: Be part of an awesome place to work where differences are respected and valued. - Purpose-Driven Company: Contribute to positive changes in local communities and the broader world through volunteerism, giving back, and sustainable business practices. Seniority Level: Associate Employment Type: Full-time Job Function: Quality Assurance