Quality Assurance Supervisor ( Call Center Background)

Company Description

PT of the City, founded in 2020 by Dr. Mahmoud, is a leading physical therapy network with over 30 locations across New York City. Dedicated to providing high-quality, evidence-based care, our patient-centric approach ensures accessibility and personalized treatments. By offering same-day appointments and a strong neighborhood presence, we break down barriers to recovery for New Yorkers. With an emphasis on professional expertise and community-focused care, we aim to deliver top-tier rehabilitative services to enhance patient outcomes.

Job Summary:

The Quality Supervisor is responsible for monitoring, evaluating, and improving the quality of customer interactions within the call center. This role ensures that all agents adhere to company standards, deliver excellent customer service, and meet performance expectations through continuous coaching, auditing, and reporting.

Key Responsibilities:

Supervise and lead the Quality Assurance (QA) team to ensure high performance and consistency.

Monitor and evaluate inbound and outbound calls, emails, and chats based on quality standards.

Develop and implement quality assurance processes, scorecards, and guidelines.

Provide constructive feedback and coaching sessions to agents and team leaders.

Analyze quality performance data and identify trends, gaps, and improvement areas.

Prepare and present regular quality reports to management.

Collaborate with Training and Operations teams to enhance agent performance.

Ensure compliance with company policies, procedures, and regulatory requirements.

Conduct calibration sessions to maintain scoring consistency across the QA team.

Support in designing training materials based on quality findings.

Qualifications & Requirements:

Bachelor's degree in Business Administration or related field (preferred).

35 years of experience in a call center environment.

Minimum 12 years of experience in a Quality Assurance or supervisory role.

Strong knowledge of call center quality standards and KPIs.

Excellent communication and coaching skills.

Strong analytical and problem-solving abilities.

Experience with QA tools, CRM systems, and reporting dashboards.

• Fluent in English (written and spoken).