Job description
VetsEZ is seeking a Contact Center Quality Assurance Supervisor tolead a QA team on a Department of Veterans Affairs (VA) contact center project. The ideal candidate will bring strong leadership skills, experience in contact centers, and a commitment to quality improvement in customer service.
Important: This role is focused on monitoring and improving customer service performance in a contact center environment — it does not involve software testing.
The candidate must reside within the continental US.
Responsibilities:
- Lead and coach a team of QA analysts to ensure consistent and accurate evaluation of customer interactions (calls, chats, emails).
- Conduct regular coaching, calibration sessions, and performance reviews.
- Monitor agent performance and identify trends, strengths, and opportunities for improvement.
- Collaborate with training and operations teams to close performance gaps and enhance service delivery.
- Analyze QA metrics, prepare reports, and present findings to stakeholders.
- Maintain and update quality assurance (QA) procedures, forms, and standards.
- Ensure compliance with internal policies and regulatory requirements.
- Serve as a liaison across QA, operations, and training teams to drive continuous improvement.
Requirements:
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
- 4+ years in a contact center environment with at least 1 year in a supervisory QA role.
- Experience with QA platforms (e.g., NICE, Verint, Genesys, Calabrio).
- Strong analytical, communication, and problem-solving skills.
- Ability to manage priorities in a fast-paced, remote environment.
Additional Qualifications:
- Experience with VA or other federal agencies.
- Healthcare experience preferred.
- Experience with SAFe/Agile.
- Ability to obtain a government clearance.
Benefits:
- Medical/Dental/Vision
- 401k with Employer Match
- PTO + Federal Holidays
- Corporate Laptop
- Training opportunities
- Remote Opportunity
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Sorry, we are unable to offer sponsorship at this time
