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Contact Center Quality Assurance Supervisor

Digital Axis, LLC
Remote

Quick Apply

Job Details

Temporary | Full-time | Contract
$20 - $25 an hour
6 days ago

Qualifications

Operational analysis
Coaching
Customer satisfaction tracking
English
Performance feedback (performance evaluation method)
Attention to detail
Desktop applications
Call monitoring
Data interpretation
Performing background checks
Data-driven problem-solving
CRM system proficiency
Productivity software
Associate's degree

Full Job Description

Digital Axis LLC is seeking experienced Emergency Response Quality Advisors to support the FEMA Disaster Contact Center. This position plays a critical role in ensuring exceptional customer service by evaluating agent interactions, providing coaching and feedback, and driving continuous quality improvement across the contact center.

The ideal candidate has experience in contact center quality assurance (QA), performance coaching, and customer service analytics. This individual will work closely with supervisors and agents to maintain quality standards, improve customer experience, and ensure contractual performance requirements are consistently achieved.

This is a temporary seasonal surge position supporting FEMA disaster response operations.

Compensation & Benefits

Full-Time (40 hours per week)
100% Remote
Pay is based on the applicable Service Contract Act (SCA) Customer Service Representative II wage determination for the employee's county of residence.
An additional $5.09 per hour is provided toward SCA Health & Welfare benefits, in accordance with the Service Contract Act.
Overtime may be available based on operational needs.

Key Responsibilities

Monitor and evaluate customer interactions, including phone calls and other supported communication channels.
Maintain and support contact center quality assurance standards and evaluation processes.
Provide timely, constructive coaching and performance feedback to Contact Center Agents.
Conduct regular quality reviews and weekly coaching sessions.
Analyze customer service performance metrics, including quality scores, service level, customer satisfaction (CSAT), average handle time (AHT), and other key performance indicators.
Identify performance trends and recommend strategies to improve service quality and operational performance.
Partner with supervisors to support agent development and continuous improvement.
Assist in identifying training needs and support onboarding and refresher training initiatives.
Prepare recurring and ad hoc quality assurance reports for project leadership.
Participate in calibration sessions to ensure consistency across quality evaluations.
Promote a culture of accountability, professionalism, continuous improvement, and exceptional customer service.
Perform additional duties as assigned.

Minimum Qualifications

Associate degree or two (2) to four (4) years of experience in contact center quality assurance, customer service, or a related field.
Experience evaluating customer interactions and providing coaching to improve agent performance.
Strong understanding of contact center quality metrics and performance standards.
Excellent analytical, problem-solving, and organizational skills.
Outstanding written and verbal communication skills.
Experience using CRM systems and quality monitoring tools.
Ability to analyze data and develop actionable recommendations.
Strong attention to detail and the ability to work independently.
Ability to multitask and thrive in a fast-paced environment.
English language proficiency.

Technical Requirements

Reliable high-speed internet connection.
Quiet, professional home workspace.
Ability to work with multiple computer applications simultaneously.
Comfortable using Microsoft Office and web-based business applications.

Security Requirements

Applicants must:

Be a U.S. Citizen
Be eligible to obtain and maintain a Public Trust background investigation
Successfully pass all required employment screenings

Schedule Requirements

Must maintain regular and reliable attendance.
Flexibility to work various shifts, including evenings, weekends, and holidays, based on operational needs.
Occasional after-hours work may be required during disaster surge operations.
Limited travel may be required if necessary to support business or customer operations.

Pay: $20.00 - $25.00 per hour

Work Location: Remote

Quick Apply

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