Customer Service Quality Supervisor

Job Summary

The Customer Service Quality Supervisor is responsible for monitoring, evaluating, and improving the quality of customer service interactions to ensure compliance with company standards, policies, and service level agreements (SLAs). The role focuses on coaching customer service staff, analyzing performance data, and driving continuous improvement in customer experience.

• Monitor and evaluate customer service interactions (calls, emails, chats, tickets) to ensure quality standards are met.
• Develop and implement quality assurance policies, procedures, and evaluation criteria.
• Provide regular feedback, coaching, and training recommendations to customer service agents.
• Prepare quality performance reports and present findings to management.
• Identify trends, gaps, and root causes affecting customer satisfaction and service quality.
• Collaborate with training, operations, and management teams to improve service delivery.
• Ensure compliance with company policies, regulatory requirements, and customer service standards.
• Participate in the onboarding and training of new customer service staff.
• Support customer service audits and internal quality reviews.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

• Bachelor’s degree in Business Administration, Customer Service, or a related field (preferred).
• 3–5 years of experience in customer service, quality assurance, or a supervisory role.
• Strong knowledge of customer service quality standards and KPIs.
• Excellent communication, coaching, and interpersonal skills.
• Strong analytical and reporting skills.
• Proficiency in CRM systems and Microsoft Office.
• Ability to work under pressure and manage multiple priorities.

Mid‑Senior level

Full‑time

Customer Service

Cosmetics

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