Vendor Quality Assurance Supervisor

Key Responsibilities

• Lead and oversee the quality monitoring framework for inbound and outbound vendor interactions, ensuring alignment with established quality standards and business objectives.

• Review and validate call evaluations conducted by QA officers to ensure consistency, accuracy, and fairness across all assessments.

• Analyze performance trends and quality insights to identify systemic gaps, root causes, and opportunities for operational improvement.

• Drive continuous improvement initiatives by translating quality findings into actionable recommendations and partnering with Operations, Training, and other stakeholders for implementation.

• Coach and guide QA officers to enhance their evaluation skills, calibration accuracy, and overall effectiveness.

• Ensure regular calibration sessions are conducted and standardized across teams to maintain evaluation integrity.

• Collaborate with the training team to design and refine training programs based on identified behavioral and performance gaps.

• Oversee the development and continuous enhancement of quality frameworks, scorecards, and evaluation criteria in line with evolving business needs.

• Ensure full compliance with internal policies, regulatory requirements, and data privacy standards.

• Own and manage the preparation of weekly, monthly, and ad-hoc quality performance reports, providing clear insights and executive summaries to stakeholders.

• Act as the main point of contact for quality-related escalations and ensure timely resolution.

• Support strategic initiatives related to vendor experience, customer satisfaction, and overall service excellence.

Qualifications

• Strong communication and interpersonal skills with the ability to provide clear, actionable feedback.

• High attention to detail and observation skills.

• Proficiency with CRM systems and call recording/evaluation tools.

• Good analytical and reporting skills.

• Excellent time management and organizational abilities.