QA Specialist – Customer Support
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Job Description
QA Specialist ensuring quality standards for customer support interactions across voice, email, and chat. Evaluating agent performance and contributing to quality assurance processes.
Responsibilities:
- Evaluate a weekly quota of agent interactions (calls, emails, SMS) against the QA rubric, delivering scored evaluations with specific, actionable written feedback
- Identify performance trends across individual agents, teams, and contact types, and present findings to team leads in weekly reporting
- Calibrate regularly with team leads, Support Manager, and Support Director to ensure consistent, fair scoring across all evaluators
- Partner with team leads to connect QA findings to active coaching plans and agent development goals
- Analyze CSAT verbatim feedback alongside QA notes to uncover root causes of customer dissatisfaction and surface recommendations
- Flag systemic issues — policy gaps, knowledge gaps, workflow friction — surfaced through QA data, and bring them to the right stakeholders
- Support the evaluation and rollout of AI-assisted QA tooling as we expand our program
- Contribute to rubric development and maintenance as our products, policies, and customer needs evolve
Requirements:
- 2+ years in a customer support role, with at least 1 year in a QA, coaching, senior, or team lead capacity
- Strong written communication skills — you write feedback that is direct, specific, and constructive
- Comfort with data: you can read a performance dashboard, identify a trend, and communicate it clearly to a non-technical audience
- Experience in a high-volume contact center environment, with phone support as a primary channel
- Familiarity with contact center tooling (Salesforce, Intercom, or comparable CRM/ticketing platforms)
- A coaching mindset — you believe feedback drives growth and know how to deliver it in a way agents actually receive
- Close attention to detail with the ability to evaluate interactions consistently at volume
- Bilingual English/Spanish proficiency (preferred for LATAM team coverage)
- Experience with AI-assisted QA platforms such as CallMiner, Level AI, or MaestroQA (preferred)
Benefits:
- comprehensive health coverage
- remote work
- WFH Stipend
- unlimited PTO
- extra fun perks!
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