Quality Assurance Lead

Job Summary

To enhance quality assurance processes within the Customer Experience team, the remote Quality Assurance Lead will manage a defined area of the QA program, focusing on calibration, AI-powered analytics, and partner quality oversight while driving automation and actionable insights.

Key responsibilities

• Own and drive a specific area of the QA program from signal to action, ensuring quality standards are consistently applied
• Configure and improve AI-QA tooling, automate workflows, and analyze conversation data to identify trends and gaps
• Produce structured insight reports and collaborate with cross-functional teams to integrate quality signals into training and operational decisions

Required qualifications

• 4-7 years of experience in CX operations, QA, or analytics with ownership of measurable programs
• Proficiency in data analysis tools (Looker, Metabase, SQL preferred) and experience with QA and conversation intelligence tools
• Ability to produce impactful insight reports that influence training and process changes
• Strong understanding of quality evaluation methodologies and QA framework design
• Demonstrated ability to coordinate across various teams to achieve shared goals