Customer Experience Quality Supervisor

About the role

The Customer Experience Quality Supervisor leads DoorDash’s Quality Assurance team, ensuring that every customer interaction meets high service and compliance standards. This hybrid position blends hands‑on evaluation with strategic insight to continuously improve the customer journey.

Key responsibilities

• Lead, coach, and develop a team of QA analysts, Subject Matter Experts, and analysts.
• Oversee the end‑to‑end quality monitoring process, guaranteeing accuracy, consistency, and timely feedback.
• Analyze quality trends, customer feedback, and performance data to pinpoint strengths and improvement areas.
• Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities.
• Conduct calibration sessions to maintain scoring consistency across evaluators.
• Prepare and present QA reports, dashboards, and actionable recommendations to leadership.
• Drive continuous‑improvement initiatives that enhance service quality and customer satisfaction.

Required profile

• Proven leadership experience in a Quality Assurance or call‑center environment.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication and coaching skills.
• Ability to collaborate cross‑functionally with operations, training, and workforce teams.

Required skills

What we offer

• Hybrid work model with at least two days per week in the office.
• Opportunities for professional growth within a fast‑growing tech‑enabled company.
• Collaborative culture focused on continuous improvement.