Turo · 3 months ago
Senior Supervisor Customer Support , Quality Assurance
Arizona
Full-time
Hybrid
Senior Level
$75K/yr - $95K/yrTuro is the world’s largest car sharing marketplace, and they are seeking a Senior Supervisor for their Quality Assurance team. In this role, you will lead a team of QA Specialists, manage relationships with external partners, and enhance the QA framework to improve quality standards across operations.
Car SharingMarketplacePeer to PeerTransportation
Responsibilities
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
Qualification
Required
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
Preferred
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
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
In-office lunch, office snacks, and fun activities
Company
Turo
Turo is a peer-to-peer car-sharing marketplace where customers can book vehicles from a community of local hosts.
Founded in 2009
501-1000 employees
H1B Sponsorship
Turo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (27)
2024 (42)
2023 (42)
2022 (40)
2021 (33)
2020 (14)
Funding
Current Stage
Late StageTotal Funding
$570.07MKey Investors
G SquaredIACSK Holdings
2023-03-15Secondary Market· $67.5M
2022-03-21Series Unknown· $35.17M
2020-02-05Series E· $30M
Leadership Team
Andre Haddad
CEO and All Star Host
Brian Beaver
Senior VP of Design
Recent News
2026-01-16
2026-01-05
Company data provided by crunchbase