Vendor Quality Assurance Supervisor

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.