Quality Control Supervisor

Position Summary

We are seeking a highly analytical and detail-oriented Quality Control Supervisor to oversee quality assurance, operational compliance, and continuous improvement across Valor Fleet Services' dispatch and call center operations. The role ensures calls are dispatched, documented, priced, updated, and completed accurately, while identifying inefficiencies and driving operational improvement.

This role partners closely with the Regional Logistics Manager, Dispatch Leadership, and Operations teams while exercising real-time authority to improve service delivery, reduce cancellations, and enhance dispatch performance.

About Valor Fleet Services

Valor Fleet Services is a growing family of companies that includes Henry's Wrecker Service, Road Runner Wrecker Service, Windsor Towing, Al's Towing & Storage, and The Truck Shop. Our mission is to provide professional, efficient, friendly, and compassionate service while becoming the leading towing, recovery, roadside repair, commercial truck repair, and equipment transportation company on the East Coast.

Key Responsibilities

Quality Assurance & Operational Excellence

• Lead daily quality control audits across dispatch and call center operations
• Monitor dispatch dashboards to ensure accurate pricing, ETAs, documentation, and call status updates
• Audit completed calls for compliance, billing accuracy, and operational consistency
• Identify trends, operational deficiencies, and opportunities for continuous improvement
  
  

Dispatch Operations

• Exercise authority to make real-time dispatch adjustments to improve response times and reduce cancellations
• Verify proper truck statuses, GPS availability, and dispatcher resource utilization
• Review dispatch documentation to ensure required customer updates, notes, photos, payments, and call closures are completed accurately
• Develop operational recommendations that improve productivity and reduce inefficiencies
  
  

Performance Auditing & Coaching

• Conduct routine quality reviews of recorded customer calls
• Evaluate professionalism, communication, empathy, and SOP compliance
• Identify coaching opportunities and provide objective performance feedback to Dispatch Leadership
• Recommend corrective training based on audit findings and recurring trends
  
  

AI & Vendor Management

• Serve as the primary liaison for Valor Fleet's AI call handling systems and TowPilot vendor relationships
• Review AI-generated calls to identify workflow issues, scripting improvements, and customer experience concerns
• Escalate recurring AI failures or operational issues to leadership and vendors for resolution
  
  

Reporting & Continuous Improvement

• Analyze dispatch reports, cancellation trends, rejection reports, and operational performance metrics
• Prepare audit findings and recommendations for Regional Logistics Leadership
• Recommend improvements to SOPs, dispatch workflows, pricing accuracy, ETA communication, and quality standards
• Partner with Dispatch Managers and Shift Leads to improve compliance and operational performance
  
  

Preferred Experience

• Strong working knowledge of dispatch workflows, ETA management, pricing structures, and call closure requirements.
• Proficiency with TOPs, Swoop, GPS systems, phone systems, and AI-based call handling technologies.
• Strong investigative and problem-solving skills with the ability to identify root causes at the individual call and dispatcher level.
• Advanced ability to multitask and manage competing priorities in a high-volume environment.
• Exceptional attention to detail and operational awareness.
• Strong verbal and written communication skills, with the ability to deliver objective coaching and constructive feedback.
• Demonstrated professionalism, discretion, and sound judgment when handling performance concerns and operational decisions.
• Proven reliability and ownership in completing daily audits, reviews, and follow-up.