Quality Assurance & Training Specialist

About the role

Quality assurance and Customer Experience:

• Conduct regular quality evaluations across the customer experience to ensure accuracy, compliance, operational consistency, and a high-quality customer experience
• Evaluate both human and AI-generated customer interactions to ensure clarity, empathy, resolution quality, and adherence to operational standards
• Monitor AI agent behavior and outputs to identify gaps in customer experience, operational accuracy, escalation handling, and workflow execution
• Partner with Managers and CX Ops Engineers to improve AI agent performance, customer outcomes, and operational reliability
• Leverage Zendesk AutoQA, customer feedback, operational data, ticket audits, Claude Co-work, and AI agent interaction reviews to identify trends, friction points, and areas for improvement
• Build and Analyze QA findings, DSAT trends, escalations, operational defects, and AI performance patterns to uncover root causes and recommend scalable solutions
• Partner with CX leadership to continuously evolve quality standards, scorecards, and evaluation criteria aligned with customer expectations, carrier requirements, and AI-assisted workflows
• Drive calibration sessions across internal teams and BPO partners to ensure consistency in quality expectations and evaluation standards
• Identify opportunities to reduce customer effort, improve clarity of communication, and streamline the porting experience across both human and automated interactions
• Provide actionable insights and recommendations to improve workflows, tooling, macros, AI prompts, documentation, and operational processes
• Partner cross-functionally with CX Ops, Product, Automation, and Enablement teams to surface recurring customer pain points and operational inefficiencies
• Monitor customer experience metrics and operational KPIs to measure the effectiveness of quality initiatives, AI performance, and process improvements

Performance Improvement & Coaching:

• Deliver targeted coaching and feedback to representatives and team leads based on QA findings and customer experience trends
• Support performance improvement initiatives through coaching sessions, team workshops, and ongoing quality reinforcement
• Help identify knowledge gaps, operational risks, and AI behavior patterns impacting customer outcomes
• Collaborate with Enablement stakeholders to inform onboarding content, refresher training, and ongoing readiness programs based on QA insights and emerging trends

Program Optimization & Operational Excellence:

• Work with QA Management and Ops engineers to refine QA processes, workflows, reporting, evaluation frameworks, and AI quality standards to improve efficiency and effectiveness
• Provide feedback to with leadership on initiatives focused on automation readiness, operational consistency, and improved customer outcomes
• Contribute to the development and maintenance of internal knowledge resources and operational guidance
• Help define and operationalize what “great” customer experience looks like in an AI-assisted support environment

About You

• Familiarity with AI-assisted support tooling and workflows, including platforms such as Claude, Claude Cowork or similar AI copilots/agents
• Experience in quality assurance, customer experience, customer support operations, or operational excellence
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Deep customer empathy and a strong understanding of what drives a high-quality support experience
• Experience evaluating AI-generated customer interactions and identifying opportunities to improve quality, tone, resolution effectiveness, and escalation logic
• Excellent written and verbal communication skills, including coaching and stakeholder collaboration
• Ability to identify patterns, operational risks, and opportunities for process improvement
• Experience working with tools such as Zendesk, AutoQA platforms, LMS systems, and knowledge management tools
• Comfortable operating in fast-paced, evolving environments with shifting priorities

Reporting Structure:

Compensation:

• US Locations: $86,000 - $101,000 USD
• Canada: $86,000 - $101,000 CAD

Who we are