Quality Assurance Supervisor

4 weeks ago


Houston, Texas, United States Eco-Life Employment Group Full time
Job Overview

We are seeking a highly skilled Quality Assurance Supervisor to join our team at Eco-Life Employment Group. This role is responsible for ensuring the highest level of quality in our customer service operations.

Key Responsibilities
  • Coordinate call calibration sessions to evaluate agent performance and improve customer service experience.
  • Manage disputes, including identifying issues, determining resolutions, and preparing detailed synopses.
  • Assemble and analyze facts to ensure consistent training processes for customer service sections.
  • Collaborate with management to recommend actions to address performance and conduct issues.
  • Approve time off requests to ensure adequate staffing.
Requirements
  • High School diploma or equivalent required.
  • Minimum four years of experience in customer service and/or call-center environment.
  • Minimum three years of previous relevant leadership or supervisory experience.
Preferred Qualifications
  • Strong supervisory skills.
  • Strong customer service skills with expertise in de-escalations and negotiations.
  • Excellent communication and interpersonal skills.
  • Proficiency in Microsoft Word, Excel, and PowerPoint applications.
Work Environment

This position requires a substantial amount of walking, some standing, and sitting in an office environment. Light lifting may be required.



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