Sr. Supervisor, Customer Support Quality
T
TaskrabbitMarketplace Platform
Remote Portugal, multiple time zonesFull-TimeManager
Salary€40,000 - €50,000
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Job Details
- Experience
- 2+ years of experience in a people management role
- Required Skills
- Data AnalysisPeople ManagementCustomer serviceQuality AssuranceStakeholder management
Requirements
- 2+ years of experience in a people management role
- Strong background in Quality Assurance within Customer Service or a similar environment
- Experience working with global teams across multiple time zones
- Ability to manage vendor/BPO relationships and drive alignment
- Strong analytical mindset with the ability to translate data into actionable insights
- Excellent communication and stakeholder management skills
- Experience building or scaling QA programs
- Familiarity with QA tools, scorecards, and calibration processes
- Experience in fast-paced, high-growth environments
Responsibilities
- Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions
- Drive team performance through clear goal-setting, regular feedback, and structured development plans
- Own QA performance metrics and reporting, ensuring accuracy, visibility, and actionable insights
- Continuously evolve the QA framework, including evaluation rubrics, methodologies, and calibration processes
- Identify trends and gaps in quality performance and translate insights into prioritized improvement initiatives
- Ensure alignment and consistency in QA standards across US and EU operations
- Partner with BPO vendors to ensure quality expectations are clearly defined, met, and consistently applied
- Collaborate with cross-functional teams to drive continuous improvement initiatives
- Own forecasting of QA evaluation volumes based on contact projections and quality coverage targets
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