customer support
Posted 1 weeks agoSr. Supervisor, Customer Support Quality
at Taskrabbit
PortugalHybrid
Responsibilities
- Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions
- Drive team performance through clear goal-setting, regular feedback, and structured development plans
- Foster strong engagement, accountability, and high performance standards within the team
- Own QA performance metrics and reporting, ensuring accuracy, visibility, and actionable insights
- Identify trends and gaps in quality performance, translating insights into prioritized improvement initiatives (including defining and prioritizing CS process improvement opportunities based on QA insights)
- Ensure alignment and consistency in QA standards across US and EU operations
- Adapt processes to effectively support a globally distributed team while maintaining high standards
- Collaborate with cross-functional teams (i.e, CS Operations, Training, Policy) to drive continuous improvement initiatives
- Lead the review and alignment of proposed improvement plans with CS Leadership, ensuring clarity on impact, feasibility, and prioritization
- Oversee the execution and rollout of approved process improvements, ensuring effective implementation and measurable outcomes
- Own forecasting of QA evaluation volumes based on contact projections and quality coverage targets
- Ensure the QA team operates efficiently by balancing evaluation output, quality, and cost
- Monitor and optimize team productivity to drive strong return on investment
- Plan and adapt team structure and workload to meet evolving quality coverage goals (i.e, increasing evaluation targets) Your Areas of Expertise 2+ years of
Requirements
- You will also play a key role in driving CS process improvement by translating quality insights into actionable operational enhancements.
- experience in a people management role (this is not an entry-level position)
- Strong background in Quality Assurance within Customer Service or a similar environment •
- Experience working with global teams across multiple time zones
- Ability to manage vendor/BPO relationships and drive alignment
- Familiarity with QA tools, scorecards, and calibration processes •