Sr. Supervisor, Customer Support Quality

About the Role

As a Senior Supervisor, CS Quality, you will play a key role in ensuring the consistency, effectiveness, and continuous improvement of our Customer Service (CS) Quality program. Reporting to the Senior Manager, you will lead a global team of CS Quality Associates and take ownership of quality performance across our operations.

This is a people management role suited for an experienced leader. You will be responsible for driving team performance and development, while also shaping and evolving our QA framework to support high-quality customer experiences at scale. You will also play a key role in driving CS process improvement by translating quality insights into actionable operational enhancements.

Our CS and QA teams operate across the US and EU, and you will oversee a distributed team across multiple time zones. You will ensure alignment and consistency across regions, including close collaboration with our BPO partners to maintain shared standards and expectations.

In addition to team leadership, you will work cross-functionally with internal stakeholders to identify opportunities for process, policy, and performance improvements, contributing directly to the delivery of exceptional customer service. You will act as a key connector between Quality, Performance, and CS Leadership to ensure improvement opportunities are prioritized and executed effectively.

You will also be responsible for aligning QA capacity with business needs by forecasting evaluation volumes, partnering closely with Workforce Management, and ensuring team productivity and cost efficiency at scale.

What You’ll Work On

Team Leadership & Performance Management

• Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions
• Drive team performance through clear goal-setting, regular feedback, and structured development plans
• Foster strong engagement, accountability, and high performance standards within the team

Quality Program Ownership

• Own QA performance metrics and reporting, ensuring accuracy, visibility, and actionable insights
• Continuously evolve the QA framework, including evaluation rubrics, methodologies, and calibration processes
• Identify trends and gaps in quality performance, translating insights into prioritized improvement initiatives (including defining and prioritizing CS process improvement opportunities based on QA insights)

Global Operations & Consistency

• Ensure alignment and consistency in QA standards across US and EU operations
• Adapt processes to effectively support a globally distributed team while maintaining high standards