Senior Supervisor Customer Support , Quality Assurance

Title: Senior Supervisor Customer Support , Quality Assurance

Location: Arizona United States

Full time

Job Description:

About the team

We're a collaborative, data-driven, and quality-focused Customer Operations team dedicated to delivering world-class experiences for Turo's guests and hosts. We work closely with Training, BPO Vendor Management, Claims Supervisors, Trust & Safety Investigators and other cross-functional peers .

As a Senior Supervisor, Quality, you'll lead a team of QA Specialists - across Customer Support, Claims and Trust &Safety teams. You'll provide constructive feedback, coach for performance, and foster a culture of continuous improvement and accountability in the Turo QA team. In addition you will play a key role in strengthening quality standards across both internal operations teams and external contact centre agents.

Beyond day-to-day management, you'll help evolve our QA framework - championing new tools, technologies, and innovative approaches that elevate how we measure and enhance quality. You'll dive deep into data, uncover insights, and collaborate with Operations leaders to identify trends and implement meaningful process improvements that drive business impact

What you will do

• Lead, coach, and develop a team of Quality Specialists, fostering a culture of accountability, continuous improvement, and high performance.

• Manage relationships with external BPO partners to ensure adherence to quality standards and optimal performance outcomes.

• Evolve and enhance Turo's QA framework across live and digital agent interactions, implementing new tools, technologies, and methodologies to improve accuracy and efficiency.

• Analyze data to identify trends, root causes, and actionable insights that inform process improvements across the host and guest journey.

• Present findings and recommendations to stakeholders through compelling and data-driven presentations that highlight impact and opportunities.

• Conduct audit sprints focused on key performance areas such as customer satisfaction (CSAT), first contact resolution, transfer rate, and handle time.

• Lead and participate in meetings to discuss customer service trends, agent performance, and implementation of QA best practices.

• Engage in agent feedback sessions to identify customer pain points and recommend targeted improvements.

Your profile

• Demonstrates Turo's values through leadership, decision-making, and team collaboration.

• Represents Turo's mission, vision, and values with integrity and professionalism.

• Strong analytical skills with experience interpreting AI-generated quality scores and improving automated QA systems.

• Proven ability to work independently and cross-functionally to implement impactful recommendations.

• Highly detail-oriented with experience designing and documenting current- and future-state processes.

• Excellent communication, presentation, and interpersonal skills.

• Strong organizational and time management abilities with a proven track record of meeting deadlines.

• Experience using QA evaluation software (e.g., Maestro QA, Nice, Playvox) and CMS platforms (e.g., Kustomer, Origami).

• Proficiency in Google Workspace (Docs, Slides, Sheets, Gmail).

• Strong supervisory and leadership skills with the ability to prioritize and delegate effectively.

Bonus if you have

• Undergraduate degree or equivalent years of experience in data analysis and quality assurance.

• Experience with 3rd-party Business Process Outsourcing (BPO) vendors.

• Familiarity with continuous improvement methodologies such as Total Quality Management (TQM), Lean, Six Sigma, Kaizen, or Agile.

For this role, the target base salary range in Phoenix is $75,000-$95,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule - Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.

Turo AI Policy:

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at PeopleOps@turo.com.

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees

• Employer-paid medical, dental, and vision insurance (Country specific)

• Retirement employer match

• Learning & Development stipend to invest in your professional development

• Turo host matching program

• Turo travel credit

• Cell phone and internet stipend

• Paid time off to relax and recharge

• Paid holidays, volunteer time off, and parental leave

• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.

Aside from an award winning work environment and the opportunity to be part of the world's largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the world's largest car sharing marketplace where you can book the perfect car for wherever you're going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives.

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability.