Jobs Bahrain

Call Center QA Supervisor (Trainee)

Job Title	Call Center QA Supervisor (Trainee)
Employer	Vat19
Adress: Country	Bahrain
Address: City	Barbar
Work type	Part-time
Expected Salary	637 BHD
Posting Date	Tue Jun 10 2025
End Date	Mon Jun 23 2025

Description:

We’re seeking a Call Center Supervisor with a strong operational mindset, clear leadership style, and commitment to service excellence. You’ll be responsible for overseeing a team of agents, ensuring adherence to performance metrics and customer satisfaction standards. You’ll coach reps, handle escalations, and still be ready to jump into the queue when the volume spikes. You’ll help build the culture from the ground up — feedback loops, rituals, check-ins, all shaped by your leadership. You’ll give feedback that’s direct but never discouraging, honest but always helpful. You’ll analyze call center KPIs, prepare performance reports, and implement corrective actions where necessary. You’ll be the first to notice a script that doesn’t work, a system that slows agents down, or a bug that causes five tickets a day. You’ll hire, train, and onboard new team members — and you’ll make sure they actually want to stay. You’ll balance metrics with people, knowing that keeping morale up at 3 a. m.

Basic Qualifications:

• Support multi-channel communication—voice, email, live chat, and sometimes social media—depending on customer support structure.
• Report department performance to senior leadership and recommend staffing, tech, or process improvements based on data.
• Ensure agents adhere to compliance standards (e.g., PCI, HIPAA, GDPR) and handle customer data securely.
• Oversee day-to-day operations of the call center floor—monitoring team performance, managing shift schedules, and resolving escalations in real time.
• Document and update internal SOPs for call handling, escalation paths, or crisis protocols to ensure consistent execution.

Preferred:

• Knows how to identify process inefficiencies and propose solutions to streamline operations.
• Can work with HR and upper management on recruitment, onboarding, and discipline when needed.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.
• Organized with task delegation, ticket backlog tracking, and queue management.
• Able to balance daily operations with long-term team development and improvement goals.

Benefits:

• You're not “just a supervisor” — you're the coach, the calm during chaos, and the reason the team shows up with confidence.
• We provide modern tools, scripts, and reporting — but your leadership builds team morale and momentum.
• Weekly rituals include “top calls of the week,” team wins, and solving weird edge-case issues together.
• We care about team culture — empathy, accountability, and clarity are at the core of how we work.
• You’ll help develop SOPs, refine training materials, and improve the customer journey from the inside out.

You’ll help foster a professional, results-driven environment that balances productivity with staff well-being. You’ll lead by example — demonstrating punctuality, professionalism, and customer-centric behavior every shift. You’ll keep tools updated, workflows optimized, and your floor running smoothly even on the busiest days. You’ll take escalations seriously, but not personally — and teach your team to do the same. You’ll check reports, update dashboards, and keep leadership informed without waiting to be asked. You know that great service starts with how we treat each other behind the scenes. If you believe great leadership means listening, guiding, and raising the bar every day — we’re ready for you. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.