Supervisor, Customer Relations Quality Assurance

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

Employment Type

Full-time

Exempt or Non-Exempt

Exempt

Job Summary

Worksite Location (In-Office): Honolulu, Kapolei, or Keaau

Pay Range: $53,000 - $99,000, position is eligible for an incentive bonus

Note: Individuals typically begin between the minimum to middle of the pay range

The Customer Relations Quality Assurance Supervisor is responsible for ensuring the consistent delivery of high-quality customer service across Customer Relations contact center operations. This role oversees the assessment of customer interactions through live monitoring and recorded reviews, evaluates adherence to call scripts, policies, regulatory requirements and service standards, and drives continuous improvement in agent performance.

Additionally, the QA Supervisor evaluates the effectiveness of Customer Relations training programs by assessing training design, learning activities, exercises, and examinations to ensure they effectively prepare agents for successful job performance.

The QA Supervisor leads the Customer Relations Business Specialists, provides actionable feedback and coaching, identifies training and performance gaps, and collaborates closely with Customer Relations leadership, and the Training and Operations teams to implement quality improvement initiatives, standard operating procedures, and targeted development programs.

Minimum 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.
• Ability to prepare clear, data-driven reports and presentations.
• Experience with call monitoring, CRM, workforce management, and reporting tools preferred.

Duties And 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. Ensure consistent application of quality standards, scoring methodologies, and evaluation guidelines across all audits. Validate adherence to approved scripts, workflows, regulatory requirements, and organizational standards. Provide timely, constructive feedback to agents and Customer Relations Business Specialists based on quality assurance findings. Partner with supervisors and team leaders to support effective coaching plans and corrective action strategies. Identify individual and systemic performance gaps and recommend targeted coaching, refresher training, or process improvements. Support a culture of continuous learning, accountability, and service excellence.
• Analyze the effectiveness of Customer Relations training programs by reviewing post-training performance data, quality scores, and operational outcomes. Assess the quality and effectiveness of training design elements, including learning objectives, course content, exercises, simulations, and assessments. Review and evaluate training exams, quizzes, and performance-based evaluations to ensure they accurately measure job readiness and knowledge transfer. Identify gaps between training outcomes and on-the-job performance and provide actionable recommendations for improvement. Partner with Training leadership and trainers to recommend enhancements to curriculum, instructional methods, assessments, and reinforcement strategies. Support validation of training effectiveness through calibration sessions, quality audits, and performance trend analysis.
• Collaborate with Training, Operations, and leadership to design and implement quality improvement initiatives. Contribute to the development and maintenance of standard operating procedures, scripts, job aids, and quality guidelines. Support the evaluation of training effectiveness and recommend enhancements based on QA trends. Participate in cross-functional projects aimed at improving efficiency, compliance, and customer experience. Collaborate with Training and Customer Relations leadership to evaluate and improve training program effectiveness by analyzing quality results, performance metrics, and assessment outcomes.
• Directly supervise Customer Relations Business Specialists, including workload management, performance evaluation, coaching, and professional development. Ensure QA staff are calibrated, trained, and aligned on quality standards and evaluation expectations. Facilitate QA calibration sessions to ensure scoring accuracy and consistency. Serve as a subject matter expert for quality standards, monitoring practices, and customer experience expectations.
• 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. Develop and deliver reports on key performance indicators, including but not limited to:
• Quality scores
• Average handle time
• Call resolution
• Customer satisfaction metrics
• 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.