Customer Relations Quality Assurance Lead

Hawaii Medical Service Association; Honolulu (HI); On-site; USD 85,000 - 110,000; Full time

Job summary

Hawaii Medical Service Association is seeking a Supervisor for Customer Relations Quality Assurance to lead the QA program for the contact center. The role involves overseeing live call monitoring, reviewing interactions for quality and compliance, and guiding coaching plans with supervisors to elevate performance and customer experience.

Strong leadership and data-driven decision making are essential. The ideal candidate has a quality assurance background, experience in call centers, and

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.
• One year of prior leadership experience.

Responsibilities

• Oversee and manage the quality assurance program for Customer Relations contact center operations.
• Conduct and supervise live call monitoring and recorded interaction reviews to evaluate service quality and customer experience.
• Provide timely, constructive feedback based on QA findings and coordinate coaching plans with supervisors and team leaders.
• Analyze QA data and performance trends to identify gaps and recommend targeted process improvements.
• Collaborate with Training and Operations to validate training effectiveness and support calibration sessions.

Skills

Quality assurance

Coaching

Data analysis

Customer service

Call center experience

Education

Bachelor's degree or equivalent

Tools

CRM systems

Workforce management tools

QA monitoring tools

Microsoft Office (Word/Excel/Outlook/PowerPoint)

Reporting tools

Job description

Hawaii Medical Service Association is seeking a Supervisor for Customer Relations Quality Assurance to lead the QA program for the contact center. The role involves overseeing live call monitoring, reviewing interactions for quality and compliance, and guiding coaching plans with supervisors to elevate performance and customer experience.

Strong leadership and data-driven decision making are essential. The ideal candidate has a quality assurance background, experience in call centers, and