Remote QA Supervisor - Lead CSRs & Borrower Experience

Secured Assist LLC; Texarkana (AR); Remote; USD 21,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly pay

Health and Welfare Benefit

11 Federal Holidays (paid)

Job summary

Secured Assist LLC is seeking a Remote Quality Assurance Supervisor to lead customer service representatives across a home-based environment. The role focuses on ensuring borrower experiences are positive, handling inquiries accurately, and achieving strong QA scores.

The position emphasizes coaching, performance feedback, and adherence to company policies, while maintaining high integrity and professionalism in a remote setting.

Qualifications

• High School diploma or GED.
• Ability to pass a federal background check and, as a federal contractor, U.S. citizenship and security clearance.
• Hours vary; availability 7AM–10PM Mon–Fri and 8AM–6PM Sat (CST).
• Work from home environment with remote connectivity requirements.

Responsibilities

• Supervise CSRs day-to-day to deliver a positive borrower experience and resolve inquiries.
• Provide coaching and feedback to CSRs on performance and QA metrics.
• Monitor CSR and team KPIs and productivity standards.
• Escalate issues using sound judgement and ensure adherence to guidelines and policies.
• Review and approve team's time recordings for accuracy.

Skills

Interpersonal skills

Communication

Call center experience

Self-managed

English fluency

Education

High School diploma or GED

Job description

Secured Assist LLC is seeking a Remote Quality Assurance Supervisor to lead customer service representatives across a home-based environment. The role focuses on ensuring borrower experiences are positive, handling inquiries accurately, and achieving strong QA scores.

The position emphasizes coaching, performance feedback, and adherence to company policies, while maintaining high integrity and professionalism in a remote setting.