Call Monitoring, Quality Assurance Supervisor

Location US-PA-Glen Mills
Job ID 2018-1042


Connect America is the leading independent provider of medical alarm services in North America. Everyday over 250,000 seniors and their loved ones put their safety and trust in us. We are committed to protecting the wellness and safety of seniors, providing peace of mind to them and their loved ones through a comprehensive suite of products and services.


Our employees are driven by our mission to protect and save the lives of senior citizens through trustworthy products and reliable services that are affordable and easy to use. We are inspired to save lives! Be a Hero and apply today.


Be a part of our team as a Quality Assurance Supervisor! By joining Connect America you will be provided exceptional training and on-going development to support your career growth. When you join the Connect America team you'll experience a culture dedicated to giving people the ability to achieve success. You will have an opportunity to be part of a future-focused team of innovative leaders.

As a Connect America Quality Assurance Supervisor, you will spend most of your time:

  • Managing the QA process and performance to ensure quality guidelines are being followed and are accurate.
  • Supervise a team of 2-3 QA analysts, to make sure the team is meeting their quota overall review volume as well as quality.
  • Ensuring accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
  • Verifying results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Evaluating approaches by rating effectiveness of the sales representatives; providing quality ratings; identifying training needs; developing training programs.
  • Documenting the call quality results and providing feedback and trend data to the Directors as required.
  • Contributing to team effort by accomplishing related results as needed.


Desired Skills and Experience

  • Ability to train, communicate and coach in a group setting.
  • Listening, Internal Communications, Customer Service, Performance Management, Teamwork, Quality Management, Supervision, Motivation for Sales, Telemarketing , Telephone Sales, Product Knowledge
  • Experience developing and implementing QA programs
  • Proven ability to achieve and maintain departmental quality standards
  • Professional demeanor, dependable, and able to maintain confidential information

Minimum Qualifications

  • Bachelor's degree or equivalent experience in related industry.
  • 2+ years of experience in a quality assurance role
  • Prior supervisory or leadership experience preferred
  • Strong written communication skills. Excellent grammar, spelling, and sentence construction.
  • Must have familiarity with Internet software and Windows operating systems.
  • Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
  • Proficient in Word, Excel and PowerPoint for presentations and reports required.
  • Must be able to effectively communicate with agents, internal departments, clients and management.
  • Flexible, detailed, and able to successfully adapt to change.
  • Ability to work independently.
  • Excellent attention to detail.
  • Demonstrated ability to train and develop new and existing support agents

We are an Equal Opportunity Employer. Connect America participates in the E-Verify program in our hiring practices to achieve a lawful workforce. Connect America is a drug-free workplace.


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