As an integral part of the Customer Service leadership team, the Call Quality & Assurance Supervisor is responsible for overseeing the quality assurance function within the department, ensuring that high standards of customer service are consistently delivered across all customer interactions. Working closely with the Customer Service Manager and senior management, you will take a proactive approach in monitoring, assessing, and improving the quality of service provided by the team. Key responsibilities for this role include the below Oversee and manage the call quality assurance process, conducting regular call evaluations and feedback sessions for all Customer Service staff in line with departmental standards. Work closely with the Customer Service Manager to review quality trends, identify training needs, and implement continuous improvement initiatives. Lead on daily quality spot checks of agents' work, ensuring accuracy and consistency in all customer interactions, and addressing issues with appropriate coaching or escalation. Provide regular, structured feedback to individual team members and management regarding performance, identifying both areas of excellence and opportunities for development. Inspire, coach, and motivate the team to deliver outstanding customer service, offering on-the-spot support and guidance during high-pressure periods. Act as the department’s quality lead, ensuring all KPIs, SLAs, and compliance standards are met and exceeded consistently. Collaborate with Team Leaders and Seniors to ensure mailbox management, workload distribution, and service levels are maintained effectively. We are looking for someone who has the following key personal characteristics: Strong interpersonal skills with the ability to communicate effectively at all levels, both internally and externally. Exceptional attention to detail, with a thorough and methodical approach to work. Have the ability to plan and organise effectively to schedule work to fit in with deadlines Honest, reliable, and committed to delivering positive results. A motivational leader, able to inspire, guide, and develop others while maintaining high team morale. Self-motivated with the ability to work independently and take initiative. The Business We are a nationally based opticians and hearing care business. With a Head Office in Birmingham and a local manufacturing facility, we support over 169 retail branches across England, Scotland and Wales. This is a family owned business, which has maintained a presence in the city since 1938, and we are expanding. Benefits 28 days’ annual leave - Sick Pay - Pension - Generous staff discount scheme If you are interested in a new role and you want to know more about this opportunity, please get in touch.