Quality Assurance Supervisor

About the role

UnifyCX is seeking a Quality Assurance Supervisor to lead a team of QA Analysts in San Pedro Sula, Honduras. The role focuses on maintaining high quality standards across multiple customer‑facing programs and delivering insights that drive operational excellence.

Key responsibilities

• Lead, coach and develop a team of QA Analysts to meet performance and quality targets.
• Oversee quality monitoring, scoring and calibration sessions for various lines of business such as customer care, billing, sales and technical support.
• Ensure compliance with client and company quality policies and procedures.
• Analyse quality trends, produce reports and present actionable recommendations to internal leadership and clients.
• Collaborate with Operations and Training to identify gaps and implement improvement strategies.
• Handle escalations related to QA processes and support complex case resolutions.
• Participate in strategic initiatives to enhance QA tools, processes and best practices.

Required profile

• Proven experience leading QA teams, preferably in a BPO environment.
• Strong analytical and problem‑solving abilities with a focus on trend and root‑cause analysis.
• Excellent communication and interpersonal skills for effective stakeholder engagement.
• Advanced English proficiency (B2+), both written and spoken.
• Strong organisational and time‑management capabilities in a fast‑paced setting.

Required skills

• Proficiency with Microsoft Office Suite.
• Familiarity with QA‑related tools and calibration processes.