Supervisor, Quality & Training

We are seeking a dynamic and results-driven Supervisor, Quality & Training to lead and enhance quality assurance and training functions within a fast-paced Customer Experience environment in the content moderation industry. This role is responsible for driving performance excellence by ensuring consistent delivery of high-quality moderation standards, effective learning programs, and continuous improvement initiatives. The ideal candidate will oversee quality frameworks, coach and develop teams, and design impactful training strategies aligned with operational goals and client expectations. By leveraging data insights, this role plays a key part in identifying performance gaps, improving CSAT outcomes, and strengthening operational consistency across all levels. This position requires a strong leader with a passion for people development, attention to detail, and the ability to balance quality rigor with operational efficiency in a high-volume, policy-driven environment.

Desired Candidate Profile

Bachelor s Degree in any related field 5+ years of relevant Contact Center experience. 3+ years of Quality / Assurance experience. Proven experience in Quality and Training Management. Strong experience in team and performance management. Strong KPI, data analysis, and performance management capabilities. Proven track record in process improvement and operational performance improvement. Demonstrated coaching, leadership, and supervisory experience. Strong communication and stakeholder management skills. Strong understanding of compliance, quality standards, and documentation. Able to work all days of the week Able to reallocate at IRBID site