Contact Center Quality Supervisor

Compensation Planning

Bonus Calculator

Develop a Job description

Pay Equity

Job Skill Model

Contact Center Quality Supervisor oversees contact center quality assurance programs. Supervises inbound and outbound customer interactions to ensure adherence to established quality standards. Being a Contact Center Quality Supervisor implements policies and procedures that improve customer satisfaction and call center performance. Reviews issues in the quality monitoring systems and documents and reports the results to provide management insights. Additionally, Contact Center Quality Supervisor monitors performance metrics to meet quality goals. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.