Service Quality Supervisor

Are you a natural quality champion who lives for process excellence, data insights, and team development As our next Service Quality Supervisor, you won't just be tracking metrics—you'll be a vital leader helping drive exceptional standards and smooth operations for our clients. We are looking for detail-oriented supervisors who love diving into data trends, can expertly navigate quality audits, coaching, and client collaboration, and provide top-tier guidance to Quality Analysts. If you thrive on turning operational roadblocks into moments of excellence and business growth, we want you on the team!

• Work Setup: Onsite at the SupportNinja HideOut Office
• Schedule: Shifting schedule
• Equipment: Company-provided standard laptop and headset

What Does a Day of a Quality Assurance Team Lead Look Like

The Service Quality Supervisor is responsible for supervising a team of Quality Analysts and overseeing transaction monitoring, quality audits, and performance feedback to ensure quality standards meet or exceed client goals. This role coaches and develops Quality Analysts, drives process improvement initiatives, and serves as a liaison between Quality, Operations, and clients to resolve issues and support business needs.

Key Responsibilities by Focus Area

• Quality Oversight & Auditing: Oversee transaction monitoring of new trainees and production employees to ensure quality meets or exceeds client goals and objectives. Perform regular audits on assigned Quality Analysts to guarantee evaluation consistency and scoring accuracy, providing documented feedback. Create customized monitoring forms to fit client business needs, and lead responses to priority or complex client requests within deadlines.
• Team Leadership & Development: Supervise a team of Quality Analysts by organizing schedules, delegating work, and providing developmental feedback to support team and process growth. Coach, mentor, and conduct formal performance appraisals while assisting staff with career development goals. Ensure effective training is conducted and monitor staffing levels/turnover to recommend retention strategies.
• Client & Operations Liaison: Serve as the primary liaison with clients to resolve issues, including rebuttals, claims appeals, end-of-shift reports, and QA-Operations reports. Lead team meetings, operational client calls, and alignment sessions to guide employees across departments on process updates. Partner with Talent Acquisition to build hiring strategies for current and future openings.
• Data, Insights & Continuous Improvement: Review transaction and data trends in functional databases to identify the need to revise methods and procedures. Analyze monitoring methods to determine effectiveness, conduct performance trending reviews, and set SMART department goals.

What Does a Qualified Candidate Look Like

Non-negotiable / Must-haves

• Education: Bachelor's degree in Business or a related field, or equivalent trade qualification; relevant work experience may substitute.
• Core Experience: At least 1 year of experience on a Quality Assurance team within an outsourced services environment.
• Core Skills & Abilities: Excellent organizational, planning, time management, and analytical skills, backed by strong team-building, interpersonal, and communication abilities. Ability to lead and supervise in a fast-paced, rapidly changing environment while managing multiple priorities.
• Professional Standards: Strong commercial understanding, with prior accountability for profit or performance targets, alongside a high level of integrity, honesty, and sound judgment.

Nice-to-haves / Preferred

• Leadership Background: Prior experience as a Team Leader, Quality within an outsourced services environment.
• Technical & Data Analytics: Experience with data analytics, dashboard creation, and maintenance.
• Frameworks & Specialized Tools: Knowledge of or experience with the COPC framework, Lean Six Sigma, machine learning, or business intelligence platforms.

Ninja Perks & Benefits

• Competitive Compensation
• Day 1 Health Coverage: HMO activated starting on your very first day.
• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service.
• Financial Protection: Life Insurance Coverage and a Retirement Savings Program with company matching.
• Generous Time Off: Paid Time Off (PTO) plus dedicated Birthday Leave.
• Free Meals

Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.