Service Quality Supervisor

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🕒 October 27, 2025

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Supervise the daily activities of the quality assurance team to ensure accurate evaluations and consistent application of quality standards • Monitor performance metrics and reporting to identify trends, gaps, and areas for improvement • Conduct regular audits and reviews of processes, calls, and transactions to verify compliance with client and organizational requirements • Provide coaching, feedback, and development opportunities to quality analysts to strengthen performance and capability • Collaborate with operations leadership to address quality-related concerns and implement corrective action plans • Develop and maintain quality monitoring tools, scorecards, and reporting mechanisms to track and communicate results • Ensure quality assurance practices align with client expectations, contractual obligations, and regulatory requirements • Support calibration sessions with internal teams and clients to ensure consistency in quality standards and scoring • Participate in the development and implementation of training initiatives based on quality insights and business needs • Contribute to continuous improvement efforts by identifying opportunities to enhance processes, tools, and service delivery outcomes • Ensure adherence to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to support organizational goals • Maintain a positive, empathetic, and professional attitude toward customers, colleagues, and stakeholders at all times • Perform other duties as assigned

🎯 Requirements

• 3–5 years in quality assurance or related operations within a service delivery environment • Proven experience supervising or leading quality teams with the ability to coach, mentor, and develop staff • Strong knowledge of quality assurance methodologies, tools, and reporting practices • Excellent analytical and problem-solving skills with the ability to identify trends and recommend actionable improvements • Effective communication skills, both written and verbal, with the ability to facilitate calibration sessions and deliver feedback constructively • Proficiency in using quality monitoring systems, reporting tools, and standard business applications • Ability to manage multiple priorities, maintain attention to detail, and adapt in a fast-paced environment • Strong interpersonal skills with the ability to build cross-functional relationships and partner effectively with operations and clients.

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off, birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Beautiful office space