Customer Relations QA Supervisor — Lead Quality & Training

HMSA; Kapolei (HI); On-site; USD 53,000 - 99,000; Full time

Benefits offered by this job

Incentive bonus

Job summary

HMSA is seeking a QA Supervisor for its Customer Relations team in Hawaii. The role oversees quality assurance across the contact center, monitors live and recorded interactions, and ensures compliance with scripts and standards.

You will lead a team of Customer Relations Business Specialists, coach agents, and drive continuous improvement initiatives. Minimum qualifications include a Bachelor's degree or equivalent, 3 years in a call center/QA environment, 1 year in leadership, plus strong

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Three years of experience in a call center, quality assurance, training, or customer service environment.
• Prior experience conducting quality evaluations and providing performance-based feedback.
• One year of prior leadership experience.
• Strong knowledge of call center quality assurance practices, monitoring tools, and scoring methodologies.
• Ability to analyze performance data, identify trends, and translate findings into actionable recommendations.
• Excellent coaching, mentoring, and feedback skills.
• Strong understanding of customer experience principles and service standards.
• Ability to collaborate effectively across teams and influence positive change.
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Experience with call monitoring, CRM, workforce management, and reporting tools preferred.

Responsibilities

• Oversee and manage the quality assurance program for Customer Relations contact center operations. Conduct and/or supervise live call monitoring and recorded interaction reviews to evaluate service quality, policy compliance, call flow, accuracy, professionalism, and customer experience.
• Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes.
• Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives.
• Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development.
• Conduct regular audits of call center operations, quality results, and agent performance trends. Analyze QA data and operational metrics to identify trends, risks, and opportunities for improvement.
• Present insights and recommendations to Customer Relations leadership and cross-functional partners.
• Perform other related duties and special assignments as required to support Customer Relations and organizational objectives.

Job description

HMSA is seeking a QA Supervisor for its Customer Relations team in Hawaii. The role oversees quality assurance across the contact center, monitors live and recorded interactions, and ensures compliance with scripts and standards.

You will lead a team of Customer Relations Business Specialists, coach agents, and drive continuous improvement initiatives. Minimum qualifications include a Bachelor's degree or equivalent, 3 years in a call center/QA environment, 1 year in leadership, plus strong