Summary:

The QA/QC Supervisor leads a team of Quality Analysts and Coordinators to ensure high service standards across all customer interactions. This role blends traditional quality assurance with modern tools like AI and automation to improve processes and outcomes.

Reporting to senior leadership, the Supervisor supports team development through coaching and performance reviews, while using data to spot trends and drive improvements. Known for strong leadership and a focus on innovation, the Supervisor works closely with other departments to maintain quality, boost efficiency, and enhance the customer experience.

***Pay Range: $55,860 - $73,500***

***Retention Bonus: $1000***

** Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. **

Responsibilities:

Team Leadership & Staff Development

Supervise daily operations of the QA/QC team, including scheduling, task prioritization, and workload delegation.
Conduct coaching sessions, performance appraisals, and professional development plans.
Support hiring, onboarding, and training initiatives, including upskilling staff on AI-based tools and technologies.
Promote a high-performance team culture through motivation, recognition, and accountability.

Quality Assurance, AI Integration & Compliance

Develop, maintain, and implement QA programs, SOPs, and scorecards, including those that leverage AI-based monitoring or transcription tools.
Oversee quality audits across all business lines (phone, in-person, email, chat, etc.), utilizing AI for real-time and post-interaction sentiment and compliance analysis.
Ensure consistency in evaluation through calibration sessions and machine-learning-informed quality reviews.
Collaborate with Training and Operations teams to address quality trends and identify skill gaps, using AI insights to guide decision-making and coaching focus.

Performance Monitoring, Analytics & Reporting

Analyze service performance data using AI-enhanced analytics to identify trends, risks, and improvement opportunities.
Implement predictive analytics to proactively address quality or compliance concerns.
Prepare and present regular reports to management with actionable insights, including AI-driven dashboards and KPIs.
Track KPIs and ensure alignment with departmental and organizational quality goals, supported by intelligent automation.

Customer Experience & Intelligent Issue Resolution

Respond to escalated issues, ensuring timely and effective resolution, potentially aided by AI-driven triage systems.
Use customer, staff, and AI-generated feedback to enhance service delivery and QA processes.
Drive improvements in customer interactions by updating protocols, scripting, and knowledge base content, leveraging AI to optimize wording, tone, and clarity.

Communication, Collaboration & Change Leadership

Lead team meetings, huddles, and one-on-ones to ensure alignment and open communication, including change management around new AI tools or processes.
Serve as liaison between the QA/QC team and other departments to strengthen interdepartmental collaboration and support digital transformation.
Promote a culture of continuous feedback and improvement, supported by both human and AI-assisted evaluation methods.
Maintain composure and effectiveness under job-related stress, including multi-tasking, high work volumes, AI adoption curve, and dynamic customer or staff interactions.

Qualifications:

Minimum:

Associate’s degree
3-5 years’ experience
Experience with call monitoring software programs (Nice, Verint, Five 9, etc)
Familiarity with AI-powered QA platforms or interest in learning
Effective written and verbal communication skills
Proficient in Microsoft Office Suite (Excel, Word, Outlook)
Valid driver’s license

Preferred:

Bachelor’s degree or equivalent work experience
3 – 5 years’ Supervisory experience

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

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QA QC Supervisor