Service Excellence Supervisor

Maitland, FL

Job Description:

BPA Quality is the leading global provider of Managed Quality Services. We provide our Clients with industry leading quality assurance solutions, delivering actionable intelligence and insight that has a positive impact on customers’ experience and business performance.

The Supervisor role, based at our site in Maitland, Florida will lead, manage, coach and develop a team of Quality Analysts in delivering and maintaining challenging service standards, ensuring that individual, departmental and company objectives on service quality and project delivery are met.

The reputation of BPA Quality depends on the accuracy of our evaluations and the actionable insight that we provide to our Clients.

Service Delivery

  • Assist Project Manager (PM) as required
  • Work with PM on improving day to day operation of the project
  • Be proactive in identifying additional areas to improve the performance of the team
  • Become a product expert including customer products, services, technology marketplace and competition
  • Lead training and calibrations, both for BPA staff and client staff (as needed)
  • Assist PM in monitoring technical “up time” for all BPA and Customer Tools and Resources

Statistical Analysis

  • Work with BPA Management team to help interpret the data
  • Assist PM in organizing internal discussions on client business performance to identify anecdotal evidence that may affect their efficiency or sales performance to be included in reports
  • Produce daily, weekly and monthly reports analyzing performance of team in terms of Quality, Productivity and Profitability

People Management

  • Monitor productivity and time management of analysts
  • Manage coaching process including frequency, reporting and outcomes
  • Be a champion of positive Change Management
  • Ensure all required attendance and timekeeping records are accurate and kept up to date
  • Manage dispute resolution process including frequency, reporting and outcomes
  • Manage variance review process including frequency, reporting and outcomes
  • Ensure that targets for Quality and productivity are met
  • Assist PM in ensuring suitable resources are available to deliver services as required by the client
  • Ensure that barriers to success are resolved quickly and efficiently
  • Clearly communicate objectives, milestones and measurements to the team in an effective and timely manner
  • Ensure that the team is motivated, positive and part of the BPA family
  • Escalate to PM and Human Resources immediately any potential threats to the well-being of the team such as discrimination on the basis of ethnicity, religious or sexual orientation as well as bias or favoritism
  • Address discipline issues such as attendance and timekeeping in accordance with BPA guidelines and policies


  • Bachelor’s Degree or equivalent work-related experience
  • Strong mathematical (statistics) background required
  • Excel expertise required
  • Must have a minimum of 2+ years’ experience working within a progressive management position and demonstrated ability to lead people and get results
  • Experience working in BOTH an internal and outsourced call center environment – Preferred
  • Strong knowledge of QA Processes
  • Must have a strong understanding and competency in workforce management discipline
  • Must have a strong understanding of IT/Telephony systems
  • Robust knowledge of call center technologies including IVR’s, predictive dialers, CRM’s and Chat
  • Experience in effectively delivering change within a sales and customer focused organization.
  • Proactive leader who can energize multiple teams in an environment of change and/or growth
  • Confident self-starter able to facilitate strategic discussion to move business forward
  • Determined achiever focused on delivery and problem resolution, recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets
  • Persuasive, confident and articulate presenter/motivator across all levels internally and externally
  • Excellent written and verbal communication skills
  • Aptitude for technology

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