VetsEZ is seeking a Quality Assurance (QA) Supervisor to lead a QA team on a Department of Veterans Affairs (VA) contact center project. The ideal candidate will bring strong leadership, contact center experience, and a commitment to quality improvement in customer service.
The candidate must reside within the continental US.
Responsibilities:
- Lead and coach a team of QA analysts to ensure consistent and accurate evaluation of customer interactions (calls, chats, emails).
- Conduct regular coaching, calibration sessions, and performance reviews.
- Monitor agent performance and identify trends, strengths, and opportunities for improvement.
- Collaborate with training and operations teams to close performance gaps and enhance service delivery.
- Analyze QA metrics, prepare reports, and present findings to stakeholders.
- Maintain and update QA procedures, forms, and standards.
- Ensure compliance with internal policies and regulatory requirements.
- Serve as a liaison across QA, operations, and training teams to drive continuous improvement.
Requirements:
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
- 4+ years in a contact center environment with at least 1 year in a supervisory QA role.
- Experience with QA platforms (e.g., NICE, Verint, Genesys, Calabrio).
- Strong analytical, communication, and problem-solving skills.
- Ability to manage priorities in a fast-paced, remote environment.
Additional Qualifications:
- Experience with VA or other federal agencies.
- Healthcare experience preferred.
- Experience with SAFe/Agile.
- Ability to obtain a government clearance.
Benefits:
- Medical/Dental/Vision
- 401k with Employer Match
- PTO + Federal Holidays
- Corporate Laptop
- Training opportunities
- Remote Opportunity
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Sorry, we are unable to offer sponsorship at this time
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What We Do
VetsEZ is a digital services firm with expertise in the rapid delivery of modern, user-centric, and data-driven digital solutions that helps the federal government serve our people better. We accelerate the missions of our federal partners through human-centered design (HCD), DevSecOps practices, and automation and by leveraging the power of artificial intelligence, machine learning, and cloud computing in public and private clouds. VetsEZ is a mature Service-Disabled, Veteran-Owned Small Business (SDVOSB), appraised at CMMI-DEV L3 and certified as an ISO 9001, ISO 20000-1, and ISO 27001 company. VetsEZ is a prime contractor on VA T4NG, NITAAC CIOSP3, SEC OneIT, and GSA MAS.
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