Position Summary

The Supervisor Customer Support Quality Assurance provides leadership and guidance to the Customer Support Quality coordinators. The Supervisor is responsible for setting clear quality standards and guidelines that measure overall quality of customer interactions. Also, the Supervisor will partner with Quality Coordinators to ensure that the customer experience's overall quality meets and exceeds company expectations. Reporting to the Manager Customer Support Quality Assurance, the Supervisor maintains collaborative and strategic partnerships with various Customer Support, IT, and matrixed business unit teams across JetBlue.

The Supervisor works closely with Customer Support Leadership to collaborate on ways to support adherence and compliance with quality standards while delivering an exceptional customer experience. The Supervisor has insight into quality reporting analysis, and policy/process enhancement recommendations based on quality observations. The Supervisor must be methodical in thinking with a keen sense of quality improvement, must be passionate about the growth and success of JetBlue and Customer Experience, and have a strong knowledge of quality assurance and applicable trends.

Essential Responsibilities

• Support Customer Support department in ensuring that frontline Crewmembers provide quality customer service in accordance with our Quality Standards and Hospitality Promise Manual.
• Lead a team of Quality Assurance Coordinators who evaluate Customer Support crewmembers utilizing applicable quality monitoring form.
• Coach and develop team ensuring a highly productive and efficient workforce by providing constructive analysis of their work and measurable performance development goals that enhance the customer experience.
• Support the Quality Assurance team to ensure individual performance expectations and standards are met.
• Monitor and evaluate Quality Coordinators and Customer Support Supervisor performance for consistency in adherence to quality guidelines.
• Make recommendations to Customer Support Standards & Program and Products team on development of policies and procedures based on quality and customer trends.
• Coordinate quality issue resolution for all levels of escalated issues with plan of action for improvement.
• Lead internal calibrations sessions to ensure Customer Support leadership and Quality Coordinators are calibrated.
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Minimum of three (3) years of related quality experience or similar expertise
• One (1) year of leadership experience
• Proficient with Microsoft Office suite (Outlook, Excel, and PowerPoint), Google Chrome, and Internet Explorer
• Available for occasional overnight travel (10%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Five (5) years of supervisor experience in previous Quality Assurance program (preferably in call center environment)
• Proven coaching and mentoring skills
• Ability to communicate ideas and recommendations to all levels within the company
• Strategic time management skills
• Effective research skills to make determinations in accordance with company guidelines
• Excellent verbal and written communication skills
• Excellent organizational skills and the ability to manage multiple projects and meet stringent deadlines
• Ability to work independently and in a high-pressure team environment
• Knowledge of recording platforms
• Knowledge of systems, process mapping, and impacts
• Strong interpersonal and leadership skills

Crewmember Expectations:

• Regular attendance and punctuality
• Willing to work flexible hours and be available to respond on short notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)