QA Supervisor – Healthcare

About the role

The QA Supervisor will lead the Quality Assurance team within a healthcare-focused BPO environment. You will ensure consistent service quality, compliance, and performance across operations by coaching analysts, monitoring metrics, and partnering with Operations and Training.

Key responsibilities

• Lead, coach, and develop a team of Quality Analysts to meet quality and performance targets.
• Oversee daily QA activities, ensuring timely and accurate evaluations.
• Monitor quality scores, customer interactions, compliance, and key performance indicators.
• Identify trends, performance gaps, and improvement opportunities from QA results.
• Conduct calibration sessions with QA, Operations, and Training teams.
• Provide feedback and coaching to improve evaluation accuracy.
• Partner with Operations and Training to create action plans based on findings.
• Analyze quality reports and present performance updates to leadership.
• Support audits, compliance initiatives, and escalation handling.
• Assist in developing scorecards, procedures, and guidelines.

Required profile

• Previous experience as a QA Supervisor, Quality Manager, Senior Quality Analyst, or similar leadership role.
• Healthcare experience, preferably in a BPO or contact‑center setting.
• Proven ability to lead, coach, and develop QA teams.
• Strong analytical, problem‑solving, and communication skills.
• Attention to detail with the ability to identify process and performance gaps.

Required skills