Quality Assurance Supervisor Prodirect Dental Lab - 4.2 Lyndhurst, NJ Job Details Full-time $40,000 - $50,000 a year 23 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications Customer communication Team member evaluation Managing teams in a customer support role Coaching Performance feedback (performance evaluation method) Mid-level Incident Escalation Quality assurance audits Compliance documentation Call monitoring Quality control communication Customer satisfaction improvement Continuous process improvement (CPI) Communication skills Documentation reviews Full Job Description Quality Assurance Supervisor ProDirect Laboratory

PRODIRECT

Dental Lab is known for providing our dentists with the resources and experience of a national dental lab with the personalized service of local boutique labs. We are a global organization with over 35 years of experience in providing world class service and products to our customers. Let's redefine excellence, together. Job description

Position Highlights:

We are rapidly expanding our US team and are seeking an experienced Quality Assurance Supervisor. The Quality Assurance Supervisor is responsible for overseeing and maintaining the quality standards of the Philippines Customer Service team. This role monitors daily performance, reviews customer interactions, handles escalations, and ensures accurate documentation in compliance with company policies and service standards.

About us:

Mission Statement:

To promote prosperity in the lives of both doctors and patients of present and future generations by pushing industry boundaries and upholding our customer driven commitment to excellence.

Office Based:

ProDirect Dental Laboratory 160 Chubb Ave, Suite 102, Lyndhurst, NJ 07071

Key Responsibilities:

Monitor and support the Philippines Customer Service team to ensure consistent service quality and performance. Listen to and evaluate customer service calls for quality assurance, adherence to procedures, and communication standards. Provide feedback, coaching, and recommendations for improvement based on call evaluations. Handle and assist with customer escalations as needed, ensuring timely and effective resolution. Ensure all customer interactions, escalations, and resolutions are properly documented in the system. Identify trends, quality issues, and training needs, and communicate findings to management. Work closely with management to support continuous improvement initiatives and customer satisfaction goals.

Qualifications:

Previous experience in Quality Assurance or Customer supervision(preferred) Overseas Experience with Customer Service Teams. Strong attention to detail and ability to evaluate calls objectively. Excellent communication and coaching skills. Ability to handle escalations professionally and calmly. Strong organizational and documentation skills. Familiarity with call monitoring tools and customer service systems is a plus.

Work Schedule :

Full Time Pay:

$40,000.00 - $50,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Vision insurance Application Question(s): How many years do you have in supporting a Customer Service Team overseas?

Work Location:

In person