Universal Support Quality & Training Supervisor

Amey (Ferrovial)

Not specified
Quality assurance program development
Training program design and delivery
On-shore and off-shore team collaboration
Amey (Ferrovial) is seeking a Universal Support Quality & Training Supervisor to develop and oversee quality assurance and training programs for their Universal Support department. The ideal candidate will have experience in call center operations and a strong ability to coach and train staff to improve performance standards

Job Summary

  • The Universal Support Quality & Training Supervisor is responsible for developing, implementing, and overseeing quality assurance and training programs for the Universal Support department.
  • This role ensures that agents and support staff are trained, coached, and continuously developed to resolve issues across a full range of complexity, from simple customer inquiries to advanced research, escalation, and court‑related matters.
  • The company emphasizes professional and personal development, with a strong focus on growth potential and promoting from within.

Matching Summary

Match Score: 75

Amey (Ferrovial) is seeking a Universal Support Quality & Training Supervisor to develop and oversee quality assurance and training programs for their Universal Support department. The ideal candidate will have experience in call center operations and a strong ability to coach and train staff to improve performance standards.

Skills & Requirements

Must-have

  • Quality Assurance Program development
  • Training program design and delivery
  • On-shore and off-shore team collaboration
  • KPI tracking and reporting
  • Agent coaching and development

Nice-to-have

  • Promoting from within culture
  • Fast-paced environment
  • Competitive insurance benefits
  • Matching 401(k) program

Key Requirements

  • High School Diploma or equivalent
  • Experience in call center operations, customer support, research/resolution, QA, or training
  • Proficiency in Microsoft Office Suite

Work Rights

Not specified

Tailored Resume

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