Contact Center QA/QC Supervisor - NICE

COGENT Infotech; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Cogent InfoTech seeks a Contact Center QA/QC Supervisor - NICE to lead a QA/QC team across multiple channels, leveraging AI and automation to enhance processes and outcomes. The role reports to senior leadership and focuses on coaching, performance reviews, and data-driven improvements in customer interactions.

The ideal candidate will drive calibration, AI-informed quality reviews, and cross-functional collaboration with Training and Operations to address trends and skill gaps, ensuring

Qualifications

• 3–5 years of experience in QA/QC or supervision.
• Experience with call monitoring software (Nice/Verint/Five9).
• Familiarity with AI-powered QA platforms or willingness to learn.
• Strong written and verbal communication.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Valid driver’s license.

Responsibilities

• Supervise daily operations of the QA/QC team, including scheduling and workload delegation.
• Conduct coaching sessions, performance appraisals, and development plans.
• Support hiring, onboarding and training initiatives, including upskilling staff on AI tools.
• Promote a high-performance team culture through motivation, recognition, and accountability.
• Develop, maintain, and implement QA programs, SOPs, and scorecards including AI-based monitoring.

Skills

Effective communication

3-5 years experience

Leadership

Education

Bachelor's degree or equivalent

Tools

Nice

Verint

Five9

AI-powered QA platforms

Microsoft Office Suite

Job description

At Cogent InfoTech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Job Title: Contact Center QA/QC Supervisor - NICE

Full time Role

Summary:

The Contact Center QA/QQ Supervisor - NICE leads a team of Quality Analysts and Coordinators to ensure high service standards across all customer interactions. This role blends traditional quality assurance with modern tools like AI and automation to improve processes and outcomes. Reporting to senior leadership, the Supervisor supports team development through coaching and performance reviews, while using data to spot trends and drive improvements. Known for strong leadership and a focus on innovation, the Supervisor works closely with other departments to maintain quality, boost efficiency, and enhance the customer experience.

Responsibilities:

• Supervise daily operations of the QA/QC team, including scheduling, task prioritization, and workload delegation.
• Conduct coaching sessions, performance appraisals, and professional development plans.
• Support hiring, onboarding, and training initiatives, including upskilling staff on AI-based tools and technologies.
• Promote a high-performance team culture through motivation, recognition, and accountability.

Quality Assurance, AI Integration & Compliance

• Develop, maintain, and implement QA programs, SOPs, and scorecards, including those that leverage AI-based monitoring or transcription tools.
• Oversee quality audits across all business lines (phone, in-person, email, chat, etc.), utilizing AI for real-time and post-interaction sentiment and compliance analysis.
• Ensure consistency in evaluation through calibration sessions and machine-learninginformed quality reviews.
• Collaborate with Training and Operations teams to address quality trends and identify skill gaps, using AI insights to guide decision-making and coaching focus.
• Performance Monitoring, Analytics & Reporting
• Analyze service performance data using AI-enhanced analytics to identify trends, risks, and improvement opportunities.
• Implement predictive analytics to proactively address quality or compliance concerns.
• Prepare and present regular reports to management with actionable insights, including AI-driven dashboards and KPIs.
• Track KPIs and ensure alignment with departmental and organizational quality goals, supported by intelligent automation.
• Respond to escalated issues, ensuring timely and effective resolution, potentially aided by AI-driven triage systems.
• Use customer, staff, and AI-generated feedback to enhance service delivery and QA processes.
• Drive improvements in customer interactions by updating protocols, scripting, and knowledge base content, leveraging AI to optimize wording, tone, and clarity.
• Lead team meetings, huddles, and one-on-ones to ensure alignment and open communication, including change management around new AI tools or processes.
• Serve as liaison between the QA/QC team and other departments to strengthen inter departmental collaboration and support digital transformation.
• Promote a culture of continuous feedback and improvement, supported by both human and AI-assisted evaluation methods.
• Maintain composure and effectiveness under job-related stress, including multi-tasking, high work volumes,
• AI adoption curve, and dynamic customer or staff interactions.

Minimum Required Qualifications:

• 3-5 years’ experience
• Experience with call monitoring software programs (Nice, Verint, Five 9, etc)
• Familiarity with AI-powered QA platforms or interest in learning
• Effective written and verbal communication skills
• Proficient in Microsoft Office Suite (Excel, Word, Outlook)
• Valid driver’s license

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience
• 3 – 5 years’ Supervisory experience

Cogent InfoTech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences.

Join Us

At Cogent Infotech, your ideas matter. Join a purpose-driven organization that celebrates diversity, encourages collaboration, and invests in your future.