Quality Assurance Supervisor (Remote Opportunity)

Veterans EZ Info Inc; Falls Church (VA); Remote; USD 60,000 - 85,000; Full time

Job summary

Veterans EZ Info Inc is seeking a Contact Center Quality Assurance Supervisor to lead a QA team in enhancing customer service performance in a VA contact center project. The ideal candidate should possess strong leadership, analytical skills, and experience in contact centers, particularly in a supervisory QA role, while ensuring compliance with regulatory standards.

Benefits

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Remote Opportunity

Qualifications

• 4+ years in a contact center environment, with at least 1 year in a supervisory QA role.
• Ability to manage priorities in a fast-paced, remote environment.
• Experience with VA or other federal agencies preferred.

Responsibilities

• Lead and coach a team of QA analysts to evaluate customer interactions.
• Conduct coaching, calibration sessions, and performance reviews.
• Analyze QA metrics and prepare reports for stakeholders.

Skills

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor’s degree in Business, Management, or related field

Tools

NICE

Verint

Genesys

Calabrio

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