Vendor Quality Assurance Supervisor

About the role

The Quality Assurance Supervisor in the vendor operations is responsible for monitoring and evaluating vendor interactions to ensure compliance with company standards and policies. This role plays a key part in enhancing vendor satisfaction by identifying areas for improvement, providing constructive feedback to agents, and supporting continuous quality enhancement across the vendor operations.

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.

Required profile

• 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.
• 3‑4 years of relevant experience in a similar role.
• Bachelor’s degree in a relevant field.

Required skills

• CRM systems
• Call recording/evaluation tools