Job Description
The QA/QC Supervisor leads a team of Quality Analysts and Coordinators to ensure high service standards across all customer interactions. This role blends traditional quality assurance with modern tools like AI and automation to improve processes and outcomes.
Reporting to senior leadership, the Supervisor supports team development through coaching and performance reviews, while using data to spot trends and drive improvements. Known for strong leadership and a focus on innovation, the Supervisor works closely with other departments to maintain quality, boost efficiency, and enhance the customer experience.
Pay Range: Minimum: $58,094/annually- Midpoint: $76,440/annually
Retention Bonus: $1,000
Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.
Responsibilities:
Team Leadership & Staff Development
- Supervise daily operations of the QA/QC team, including scheduling, task prioritization, and workload delegation.
- Conduct coaching sessions, performance appraisals, and professional development plans.
- Support hiring, onboarding, and training initiatives, including upskilling staff on AI-based tools and technologies.
- Promote a high-performance team culture through motivation, recognition, and accountability.
Quality Assurance, AI Integration & Compliance
- Develop, maintain, and implement QA programs, SOPs, and scorecards, including those that leverage AI-based monitoring or transcription tools.
- Oversee quality audits across all business lines (phone, in-person, email, chat, etc.), utilizing AI for real-time and post-interaction sentiment and compliance analysis.
- Ensure consistency in evaluation through calibration sessions and machine-learning-informed quality reviews.
- Collaborate with Training and Operations teams to address quality trends and identify skill gaps, using AI insights to guide decision-making and coaching focus.
Performance Monitoring, Analytics & Reporting
- Analyze service performance data using AI-enhanced analytics to identify trends, risks, and improvement opportunities.
- Implement predictive analytics to proactively address quality or compliance concerns.
- Prepare and present regular reports to management with actionable insights, including AI-driven dashboards and KPIs.
- Track KPIs and ensure alignment with departmental and organizational quality goals, supported by intelligent automation.
Customer Experience & Intelligent Issue Resolution
- Respond to escalated issues, ensuring timely and effective resolution, potentially aided by AI-driven triage systems.
- Use customer, staff, and AI-generated feedback to enhance service delivery and QA processes.
- Drive improvements in customer interactions by updating protocols, scripting, and knowledge base content, leveraging AI to optimize wording, tone, and clarity.
Communication, Collaboration & Change Leadership
- Lead team meetings, huddles, and one-on-ones to ensure alignment and open communication, including change management around new AI tools or processes.
- Serve as liaison between the QA/QC team and other departments to strengthen interdepartmental collaboration and support digital transformation.
- Promote a culture of continuous feedback and improvement, supported by both human and AI-assisted evaluation methods.
- Maintain composure and effectiveness under job-related stress, including multi-tasking, high work volumes, AI adoption curve, and dynamic customer or staff interactions.
Qualifications:
Minimum:
- 5 years of QA experience with 1-2 years in a supervisor role
- strong analytical, coaching, and communication skills
- Associates degree or equivalent work experience
- Experience with call monitoring software programs (Nice, Verint, Five 9, etc)
- Familiarity with AI-powered QA platforms or interest in learning
- Detail-oriented with a focus on accuracy and compliance
- Proficient in Microsoft Office Suite (Excel, Word, Outlook)
- Valid driver’s license
Preferred:
- Bachelor’s degree or equivalent work experience
- 3 – 5 years’ Supervisory experience
NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.
