Quality Assurance Supervisor

Quality Assurance Supervisor – Remote

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

What will you do?

Responsible for coordinating and conducting all client calibration calls.
Oversee and monitor the overall quality performance of the contact center.
Identify, develop, certify, and monitor the contracted QA team.
Audit various contacts handled by QA team and provide feedback to the team and to Contact
Center Management.
Responsible for monitoring Skype QA chat rooms and producing QA reports.
Monitor and audit QA team billable hours and invoicing to ensure accuracy and that quality
expectations are met.
Responsible for updating client logs and coordinating training for Quality Assurance team and
ensuring compliance for weekly QA feedbacks.
Respond to QA issues via ticket and/or emails with urgency and immediacy.
Available to assist and monitor Rocket chat and Skype during anticipated heavy call volume
times or as needed by CRMs and CC Management.
Available to handle escalated customer/member calls from support staff (escalated Supervisor
calls) for resolution.
Cross-train in the day-to-day contact center skills, tasks, and projects.
Serve as a Subject Matter Expert (SME) for QA operating policies and procedures.
Perform any additional duties assigned to them.
Use Microsoft Excel to analyze data and report on the status of the operation’s quality assurance.

What does it take?

Schedule is best M-F from 9am EST to 5pm EST, but time can be flexible as long as daily work is consistently completed with accuracy and client sessions are attended.
1+ year experience working in a virtual contact center environment OR 6+ months service contract with ACD Direct.
Knowledgeable in Microsoft Office products (Excel, Word, Outlook).
Time management and customer service skills
Proficient coaching skills
Familiar with the 1099 agent model
Must be able to work evening and weekends (Friday, Saturday and Sunday) if needed.

How we will support you?

  • Salary:


  • Remote Work – No commute time to the office
  • Equipment Provided:

Monthly Cell Phone Stipend
Monthly Internet Stipend

  • Benefits:

Medical/Vision and Dental Insurance
Flexible Spending Account / Health Savings Account
Personal Accident Insurance
401(k)/Roth with matching
Tiered PTO based upon length of employment
Discounts & Life Services offered through Optum EAP

  • Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 18 years!)