Quality Assurance Supervisor

UnifyCX is looking for an exceptional Quality Assurance Supervisor to join our dynamic and ambitious team in San Pedro Sula, Honduras. What Will You Do?As the Quality Assurance Supervisor, you will lead and manage a team of QA Analysts to ensure adherence to quality standards and deliver actionable insights that drive operational excellence. You will oversee performance monitoring, calibrations, reporting, and strategic initiatives to improve customer experience across multiple programs. This role requires strong leadership, analytical skills, and the ability to collaborate effectively with cross-functional teams including Operations, Training, and Client stakeholders.Ideal candidates for this position are proactive, detail-oriented, and experienced leaders ready to take their career to the next level in a growing organization.Top ResponsibilitiesLead, coach, and develop a team of QA Analysts to achieve performance and quality objectives. Oversee quality monitoring and scoring processes for multiple lines of business (e.g., customer care, billing, sales, technical support). Ensure compliance with client and company quality standards, policies, and procedures. Drive calibration sessions (internal and client-based) to ensure consistency in scoring and feedback. Analyze quality trends and provide actionable insights and recommendations to improve performance. Partner with Operations and Training to identify gaps and develop improvement strategies. Prepare and present performance reports to internal leadership and clients. Handle escalations related to QA processes and provide guidance on complex cases. Participate in strategic initiatives to improve QA tools, processes, and best practices. Perform other supervisory duties as assigned. Who Are You?To be considered, candidates are expected to have the following:Proven experience in Quality Assurance leadership, preferably in a BPO environment. Strong analytical and problem-solving skills with the ability to identify trends and root causes. Excellent communication and interpersonal skills to engage effectively with team members and stakeholders. Minimum B2+ English proficiency (advanced written and spoken). Strong organizational and time management abilities. Proficiency in Microsoft Office Suite and QA-related tools. Ability to manage multiple priorities and work in a fast-paced environment. A reputation as a positive role model with strong leadership and coaching skills. Preferred experience in calibration sessions, client interactions, and QA reporting. Who We AreUnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide.At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.UnifyCX is a certified minority-owned business and an Equal Opportunity Employer that welcomes diversity.