About the Role The Quality Supervisor plays a key leadership role within the Quality Assurance (QA) team, overseeing the evaluation process that ensures customer interactions meet established service and compliance standards. This position is responsible for guiding and supporting a team of QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and partnering with cross-functional teams to enhance the overall customer experience. As a Quality Supervisor, you will monitor team performance, calibrate quality standards, and deliver insights that help shape training programs, agent development, and operational improvements. Your role bridges frontline QA efforts with strategic business goals, ensuring consistency, fairness, and excellence across all customer touchpoints. Key Contributions: Lead and support a team of QA analysts, providing coaching, mentorship, and development opportunities. Oversee the end-to-end quality monitoring process, ensuring accuracy, consistency, and timeliness. Analyze quality trends, customer feedback, and performance data to identify strengths and areas for improvement. Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities. Conduct calibration sessions to maintain scoring consistency across all evaluators. Prepare and present QA reports, dashboards, and recommendations to leadership. Drive continuous improvement initiatives focused on enhancing service quality and customer satisfaction. You’re excited about this opportunity because you will… You’ll be at the heart of transforming customer experiences. As a Quality Supervisor, you’re not just auditing calls—you're shaping the voice of the company. You’ll have a direct impact on service excellence by guiding your team, influencing agent performance, and driving improvements that matter to both the business and the people we serve. You’ll mentor and develop a team that champions consistency and fairness. Influence training, coaching, and operational decisions. Collaborate with leadership, support agents, and cross-functional partners to raise the bar on quality. Build skills valuable for future growth, whether into senior leadership, training, operations, or beyond. You will make an impact daily—every review, trend, and piece of feedback contributes to better customer outcomes and stronger team performance. If you’re passionate about people, processes, and performance—and turning insights into action—this is a role where you can thrive. We’re excited about you because… Your background and career path clearly show a commitment to delivering on results, developing teams, and quickly identifying opportunities to deliver a better product. Bilingual Spanish / English. Demonstrated fluent communication in two languages (speaking, listening, reading, and writing). Minimum 2 years of team leadership experience in a contact center environment Minimum 3 years of experience in a quality environment Exceptional verbal and written skills Ability to coach, train, motivate individuals, and evaluate performance Excellent problem-solving, leadership, and customer service skills Proficient with technology, especially computers, software applications, and phone systems Experience working with Salesforce, ObserveAI, G-Suite, Tableau, Sigma Experience working with cross-cultural teams Strong leadership and people management skills Deep understanding of contact center operations and quality standards Analytical mindset with the ability to translate data into actionable strategies Excellent communication and interpersonal abilities A passion for coaching, process improvement, and delivering a best-in-class customer experience About DoorDash DoorDash is a technology and logistics company that started by enabling door-to-door delivery. We empower local economies and support employees’ happiness, healthiness, and well-being by providing comprehensive benefits and perks. We encourage collaboration, continuous learning, and career development. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. We hire and cultivate diverse teams from all backgrounds, experiences, and perspectives. We believe true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. If you need accommodations, please inform your recruiting contact upon initial connection. We use Covey as part of our hiring and/or promotional process for jobs in certain locations. To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection. #J-18808-Ljbffr