Quality Assurance Supervisor

Role summary

The Quality Assurance Supervisor will lead day-to-day QA routines across customer-facing and operational service workflows. This role is responsible for interaction reviews, scorecard discipline, coaching follow-up, and the reporting structures that help management teams improve consistency, accuracy, and service quality.

This is a supervisory role for someone who is structured, observant, and credible in coaching environments. The role requires careful review of real service work, consistent application of standards, and the ability to turn quality findings into practical improvement actions for frontline teams.

Responsibilities

• Run QA review routines across support calls, written interactions, onboarding work, or other assigned operational workflows.
• Apply scorecards and review standards consistently and maintain accurate quality records.
• Partner with managers and supervisors on coaching actions, refresher needs, and performance follow-up.
• Identify recurring quality gaps, process deviations, and training opportunities using structured reporting.
• Support calibration sessions to improve consistency in quality evaluation across teams.
• Maintain QA documentation, review logs, and summary reporting for leadership review.
• Contribute to the refinement of scorecards, review criteria, and process-quality controls.
• Escalate material quality or conduct concerns through the correct management channels.

Required qualifications

• Diploma or bachelor's degree in business, communications, management, or a related discipline.
• 3+ years of experience in quality assurance, customer support, call quality, or operational review environments.
• Experience reviewing frontline interactions or process adherence against defined standards.
• Ability to give clear feedback and support structured coaching conversations.
• Strong attention to detail, written communication, and reporting discipline.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience in call center QA, customer support QA, or service quality operations.
• Exposure to scorecard design, calibration sessions, or coaching support routines.
• Experience in technology-enabled service environments or digital platforms.
• Training in quality systems, auditing, or service excellence frameworks.

Skills

• Quality assurance
• Interaction review
• Coaching support
• Attention to detail
• Reporting discipline
• Process adherence
• Service quality analysis
• Communication

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct involvement in service quality improvement across customer and operational teams.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of QA reviews, scorecards, coaching support, or measurable quality improvements where possible. Shortlisted candidates will be contacted for the next stage.