QA Specialist

To make sure our agents, human and AI, consistently deliver accurate, professional, empathetic, and policy-compliant support. This role goes beyond scoring tickets: you’ll catch issues early, coach agents, and prevent repeat mistakes, using AI to do it faster and smarter. Success means quality actually improves across our programs.

What You’ll Own

• Audit every channel. Review emails, chats, and calls for accuracy, empathy, tone, ownership, and resolution quality.
• Score and track. Score agents on a consistent QA rubric and track trends, strengths, and recurring issues.
• Coach for real improvement. Give documented, example-based feedback, then re-audit to confirm agents actually improve.
• Solve the root cause. Pinpoint knowledge, judgment, training, or process gaps, and fix SOPs with operations and trainers.
• Protect the client experience. Catch quality issues before clients do, and keep agents aligned to each client’s policies and brand.
• Report and escalate. Send weekly QA summaries with trends and actions, and escalate critical errors promptly.
• Lead with AI. Use AI tools to review more conversations, surface patterns faster, and turn findings into clear coaching and reports.
• Raise the bar for AI agents. Evaluate AI agent conversations alongside human ones, and feed insights back into guidance, macros, and workflows.

What You Bring

• QA experience at another BPO. You’ve run quality assurance at an outsourced customer service provider and know how to manage quality across multiple client programs, each with its own policies, brand voice, and expectations.
• Excellent with AI. You use AI tools confidently every day, from writing strong prompts to analyzing conversations at scale, summarizing trends, and drafting coaching. You can also judge the quality of AI-generated responses and spot where an AI agent needs better guidance.
• A coaching mindset. Your feedback is specific, example-based, and kind, and you follow up to make sure it sticks.
• Sharp written communication. Your QA summaries are clear and actionable for agents, team leads, and clients alike.
• Comfort with data. You can spot trends in QA scores, connect them to root causes, and show whether quality is actually improving.
• Helpdesk know-how. Experience with platforms like Gorgias, Zendesk, or similar ticketing and phone systems.

Schedule:

• Monday - Friday, 7:00AM-4:00PM Pacific Time

Pay:

• $5/hr

Application Question(s):

• (REQUIRED) Please paste the link to your 1-minute voice introduction here.

Work Location: Remote