Contact Center Quality Assurance Supervisor

Summary

Join VetsEZ as a Contact Center Quality Assurance Supervisor and lead a QA team on a Department of Veterans Affairs (VA) contact center project. This role focuses on monitoring and improving customer service performance, not software testing. The ideal candidate will have strong leadership skills, contact center experience, and a commitment to quality improvement. You will lead and coach a team, monitor agent performance, collaborate with other teams, analyze metrics, and ensure compliance. The position requires a Bachelor’s degree or equivalent experience, 4+ years in a contact center, and 1+ year in a supervisory QA role. The role is remote and based within the continental US.

Requirements

• Bachelor’s degree in Business, Management, or a related field (or equivalent experience)
• 4+ years in a contact center environment with at least 1 year in a supervisory QA role
• Experience with QA platforms (e.g., NICE, Verint, Genesys, Calabrio)
• Strong analytical, communication, and problem-solving skills
• Ability to manage priorities in a fast-paced, remote environment

Responsibilities

• Lead and coach a team of QA analysts to ensure consistent and accurate evaluation of customer interactions (calls, chats, emails)
• Conduct regular coaching, calibration sessions, and performance reviews
• Monitor agent performance and identify trends, strengths, and opportunities for improvement
• Collaborate with training and operations teams to close performance gaps and enhance service delivery
• Analyze QA metrics, prepare reports, and present findings to stakeholders
• Maintain and update quality assurance (QA) procedures, forms, and standards
• Ensure compliance with internal policies and regulatory requirements
• Serve as a liaison across QA, operations, and training teams to drive continuous improvement

Preferred Qualifications

• Experience with VA or other federal agencies
• Healthcare experience preferred
• Experience with SAFe/Agile
• Ability to obtain a government clearance

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity