QA SUPERVISOR

QA Supervisor – HealthcareThe QA Supervisor is responsible for leading and overseeing the Quality Assurance team to ensure consistent service quality, compliance, and performance across Healthcare operations. This role will supervise Quality Analysts, monitor quality performance, identify trends and opportunities for improvement, and partner closely with Operations, Training, and other internal teams to drive overall business performance.The ideal candidate will have previous Healthcare experience, preferably within a BPO or contact center environment, along with strong experience in Quality Assurance and people leadership. The candidate should have a solid understanding of Healthcare processes, customer interactions, compliance requirements, and quality standards.Key ResponsibilitiesLead, coach, and develop a team of Quality Analysts to achieve quality and performance objectives.Oversee daily QA activities, ensuring evaluations are completed accurately and on time.Monitor quality scores, customer interactions, compliance, and key performance indicators.Review QA results to identify trends, performance gaps, and opportunities for improvement.Conduct regular calibration sessions with QA, Operations, and Training teams.Ensure quality evaluations are consistent, accurate, and aligned with business and client requirements.Provide coaching and feedback to Quality Analysts to improve evaluation accuracy and effectiveness.Partner with Operations and Training to develop action plans based on quality findings.Identify recurring customer, process, knowledge, or compliance issues and recommend corrective actions.Analyze quality reports and prepare performance updates for leadership.Ensure QA processes and standards are consistently followed.Support audits and compliance initiatives related to Healthcare operations.Review escalations and critical quality issues and ensure appropriate follow-up.Assist in developing and updating quality forms, scorecards, procedures, and guidelines.Promote a culture of quality, accountability, continuous improvement, and customer satisfaction.Support new hire training, nesting, refresher training, and ongoing performance improvement initiatives.Participate in special projects and other quality-related activities as needed.QualificationsPrevious experience as a QA Supervisor, Quality Manager, Senior Quality Analyst, or similar leadership role.Healthcare experience is required/preferred.Previous experience in a BPO or contact center environment is highly preferred.Proven experience leading, coaching, and developing QA teams.Strong knowledge of quality assurance methodologies and performance management.Experience with quality scorecards, calibrations, audits, and root-cause analysis.Strong analytical and problem-solving skills.Excellent communication and presentation skills.Strong attention to detail and ability to identify process and performance gaps.Ability to work with cross-functional teams, including Operations, Training, HR, and Compliance.Strong organizational and time-management skills.Proficiency in Microsoft Office and QA/reporting tools.Ability to work effectively in a fast-paced environment and manage multiple priorities.