Contact Center Quality Assurance Supervisor (Remote Opportunity)

Lensa; United States; Remote; USD 70,000 - 80,000; Full time

Job summary

A leading company is looking for a Contact Center Quality Assurance Supervisor to lead a QA team on a Department of Veterans Affairs project. The ideal candidate should have strong leadership skills, experience in contact centers, and a commitment to improving customer service quality. Responsibilities include monitoring performance, conducting coaching sessions, and collaborating with other teams to enhance service delivery.

Benefits

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Qualifications

• 4+ years in a contact center environment.
• At least 1 year in a supervisory QA role.
• Strong analytical and communication skills.

Responsibilities

• Lead and coach a team of QA analysts.
• Monitor agent performance and identify improvement trends.
• Collaborate with training and operations teams.

Skills

Leadership

Analytical

Communication

Problem Solving

Quality Improvement

Education

Bachelor's degree in Business, Management or related field

Tools

QA platforms (NICE, Verint, Genesys, Calabrio)

Job description

Contact Center Quality Assurance Supervisor (Remote Opportunity)

Contact Center Quality Assurance Supervisor (Remote Opportunity)

1 day ago Be among the first 25 applicants

Lensa partners with DirectEmployers to promote this job for VetsEZ.

VetsEZ is seeking a Contact Center Quality Assurance Supervisor to lead 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

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  IT Services and IT Consulting

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