Call Quality & Performance Supervisor
Cortés, Honduras
Full Time
Experienced
Position Summary
The Call Quality & Performance Supervisor is responsible for monitoring, evaluating, and improving the quality of inbound and outbound calls handled by the Intake, Operations, and VIP teams. This role ensures all team members meet company standards for professionalism, accuracy, compliance, documentation, and client experience. The ideal candidate has at least two years of experience in call quality assurance, call center supervision, legal intake, or similar environments, with strong coaching and leadership abilities. This role plays a crucial part in maintaining accountability across departments, developing staff, and driving consistent, high-quality performance.
Key Responsibilities
Call Monitoring & Evaluation
• Listen to live and recorded calls across Intake, Operations, and VIP teams
• Evaluate calls using standardized QA scorecards
• Ensure adherence to call scripts, workflows, and compliance requirements
• Identify areas of strength and opportunities for improvement
• Flag urgent issues immediately (angry clients, compliance risks, incorrect information, missed opportunities)
Daily Monitoring Requirements
• Conduct a minimum of 15–25 call evaluations per day
• Ensure every employee receives at least one QA evaluation per week
• Maintain daily QA logs and ensure no gaps in call review coverage
Documentation Quality Checks
• Verify that call notes accurately reflect the call content
• Confirm tasks and follow-ups are created properly in Clio
• Check for missing or incomplete documentation and flag immediately
• Ensure accuracy in data entry, case information, and workflow progression
Performance Tracking
• Track daily metrics including:
– Call volume
– Call duration
– Missed calls
– Conversion accuracy
– Documentation quality
– Responsiveness and follow-through
• Provide weekly performance dashboards to leadership
• Identify employees who fall below QA or productivity standards
Call Calibration (Leadership Alignment)
• Attend weekly calibration sessions with Training and Management
• Review scoring discrepancies and align expectations
• Help update scorecards, scripts, and QA standards
• Maintain consistency across all evaluators and teams
Coaching & Staff Development
• Conduct one-on-one coaching sessions with team members
• Identify knowledge gaps and partner with Training to provide refresher training
• Coach on tone, empathy, pacing, active listening, and professionalism
• Reinforce communication and client service standards
• Support struggling employees with structured improvement plans
Standards & Compliance
• Ensure compliance with legal-appropriate scripting and workflow steps
• Monitor accuracy of intake information and medical coordination information
• Ensure privacy and PHI-like protections are followed
• Identify and escalate compliance violations immediately
Escalation Responsibilities
• Escalate serious call errors, performance concerns, or client complaints the same day
• Document escalations clearly and professionally
• Partner with leadership on disciplinary actions when necessary
Employee Scorecards
• Maintain monthly QA and productivity scorecards for each employee
• Track performance trends over time
• Provide scorecards to leadership for quarterly reviews and bonus evaluations
Quality Improvement Initiatives
• Track trends across teams and identify root causes
• Recommend workflow or script improvements
• Provide feedback to Training for updates to onboarding & ongoing training
• Participate in operations meetings to propose quality enhancements
Required Qualifications
• Minimum 2 years’ experience in call QA, call center supervision, legal intake, customer service leadership, or related field
• Strong understanding of call handling standards and best practices
• Experience coaching employees and providing structured feedback
• Ability to evaluate calls objectively using defined criteria
• High attention to detail
• Strong communication and documentation skills
• Ability to analyze trends and present findings professionally
• Tech-savvy: able to learn Clio, call systems, CRMs, and internal workflows
• Bilingual preferred (English/Spanish)
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
The Call Quality & Performance Supervisor is responsible for monitoring, evaluating, and improving the quality of inbound and outbound calls handled by the Intake, Operations, and VIP teams. This role ensures all team members meet company standards for professionalism, accuracy, compliance, documentation, and client experience. The ideal candidate has at least two years of experience in call quality assurance, call center supervision, legal intake, or similar environments, with strong coaching and leadership abilities. This role plays a crucial part in maintaining accountability across departments, developing staff, and driving consistent, high-quality performance.
Key Responsibilities
Call Monitoring & Evaluation
• Listen to live and recorded calls across Intake, Operations, and VIP teams
• Evaluate calls using standardized QA scorecards
• Ensure adherence to call scripts, workflows, and compliance requirements
• Identify areas of strength and opportunities for improvement
• Flag urgent issues immediately (angry clients, compliance risks, incorrect information, missed opportunities)
Daily Monitoring Requirements
• Conduct a minimum of 15–25 call evaluations per day
• Ensure every employee receives at least one QA evaluation per week
• Maintain daily QA logs and ensure no gaps in call review coverage
Documentation Quality Checks
• Verify that call notes accurately reflect the call content
• Confirm tasks and follow-ups are created properly in Clio
• Check for missing or incomplete documentation and flag immediately
• Ensure accuracy in data entry, case information, and workflow progression
Performance Tracking
• Track daily metrics including:
– Call volume
– Call duration
– Missed calls
– Conversion accuracy
– Documentation quality
– Responsiveness and follow-through
• Provide weekly performance dashboards to leadership
• Identify employees who fall below QA or productivity standards
Call Calibration (Leadership Alignment)
• Attend weekly calibration sessions with Training and Management
• Review scoring discrepancies and align expectations
• Help update scorecards, scripts, and QA standards
• Maintain consistency across all evaluators and teams
Coaching & Staff Development
• Conduct one-on-one coaching sessions with team members
• Identify knowledge gaps and partner with Training to provide refresher training
• Coach on tone, empathy, pacing, active listening, and professionalism
• Reinforce communication and client service standards
• Support struggling employees with structured improvement plans
Standards & Compliance
• Ensure compliance with legal-appropriate scripting and workflow steps
• Monitor accuracy of intake information and medical coordination information
• Ensure privacy and PHI-like protections are followed
• Identify and escalate compliance violations immediately
Escalation Responsibilities
• Escalate serious call errors, performance concerns, or client complaints the same day
• Document escalations clearly and professionally
• Partner with leadership on disciplinary actions when necessary
Employee Scorecards
• Maintain monthly QA and productivity scorecards for each employee
• Track performance trends over time
• Provide scorecards to leadership for quarterly reviews and bonus evaluations
Quality Improvement Initiatives
• Track trends across teams and identify root causes
• Recommend workflow or script improvements
• Provide feedback to Training for updates to onboarding & ongoing training
• Participate in operations meetings to propose quality enhancements
Required Qualifications
• Minimum 2 years’ experience in call QA, call center supervision, legal intake, customer service leadership, or related field
• Strong understanding of call handling standards and best practices
• Experience coaching employees and providing structured feedback
• Ability to evaluate calls objectively using defined criteria
• High attention to detail
• Strong communication and documentation skills
• Ability to analyze trends and present findings professionally
• Tech-savvy: able to learn Clio, call systems, CRMs, and internal workflows
• Bilingual preferred (English/Spanish)
- Team-oriented mindset with a commitment to delivering outstanding customer experiences.
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
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