SUPERVISOR – CUSTOMER QUALITY MANAGEMENT

STARTING SALARY: $102,800 - $143,588 Salary is commensurate with experience.

Profile Description

The Supervisor of Customer Quality Management leads the quality, training, process governance, and continuous improvement functions within Customer Care. This role is responsible for ensuring consistent service delivery, driving operational excellence, and supporting employee development through quality assurance, process standardization, performance monitoring, and training initiatives. Working closely with leadership and cross-functional stakeholders, the Supervisor identifies opportunities to improve customer experience, enhance operational efficiency, implement best practices, and support organizational changes across the Meter-to-Cash organization.

Job Summary

The Supervisor of Customer Quality Management (CQM) leads Customer Care's quality assurance, training, process governance, documentation, and continuous improvement functions. This role oversees quality and training personnel and contracted resources supporting operational excellence across the Meter-to-Cash organization. The position is responsible for developing and maintaining quality management programs that drive consistent customer experience, operational efficiency, employee development, process standardization, and performance improvement. Serving as a strategic partner to Customer Care leadership, the Supervisor identifies improvement opportunities, establishes performance standards, supports organizational change, and helps implement initiatives that enhance effectiveness across Customer Care and related business functions.

Day in the Life

As the Supervisor of Customer Quality Management, you will help shape how Customer Care delivers consistent, accurate, and effective service across the customer experience. Your day may include reviewing quality trends, performance metrics, customer feedback, and operational data to identify opportunities for coaching, training, process improvement, or standardization.

You may facilitate calibration sessions with operational leaders, review quality disputes, partner with supervisors to address performance gaps, or work with your team to ensure quality scorecards and monitoring practices are applied consistently and fairly. You may also oversee updates to procedures, job aids, workflows, and training materials to ensure employees have the knowledge and resources needed to perform their work effectively.

Throughout the day, you will collaborate with Customer Care leadership, business stakeholders, Information Technology, and other departments to support process changes, system enhancements, new initiatives, and organizational readiness. At the center of the role is helping employees succeed, improving the customer experience, strengthening process discipline, and building a quality management framework that supports operational excellence across the Meter-to-Cash organization.

Job Responsibilities

• Lead quality and training teams
• Manage quality programs and scorecards
• Oversee training development and effectiveness
• Govern process documentation and process improvement
• Develop reports, dashboards, and analytics
• Partner cross-functionally on strategic initiatives

Job Qualifications

Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without reasonable accommodation that the essential functions of the job can be performed.

Education

Bachelor's degree in a related field or equivalent experience.

Years of Experience

5+ years of relevant experience including leadership experience.

Minimum Knowledge, Skills and Abilities

• Leadership experience with a proven ability to coach, develop, and influence employees and cross-functional teams.
• Expertise in quality management, quality assurance, performance measurement, calibration, and continuous improvement.
• Experience designing, delivering, and evaluating employee training and development programs.
• Strong process management skills, including process mapping, documentation, governance, and workflow improvement.
• Knowledge of continuous improvement methodologies such as Lean, Six Sigma, and root cause analysis.
• Analytical ability to interpret data, identify trends, develop metrics, and provide actionable recommendations.
• Proficiency with Microsoft Office and business technologies supporting quality, training, and customer service operations.
• Excellent written, verbal, and presentation skills with the ability to communicate effectively across all organizational levels.
• Background in customer service, operations, quality management, training, process improvement, or related business functions.
• Ability to maintain confidentiality, exercise sound judgment, and manage sensitive information.