Full-Time Quality Assurance Lead

We’re growing fast and looking for a Quality Assurance Lead who is a hands-on owner to run our Quality program across Sales and Service You’ll keep us compliant, lift sales quality, and reduce E&O risk - without impacting agent efficiency. You’ll partner with leaders, tune our AI-driven QA stack, and turn insights into coaching, training, and workflow changes that stick.

What You’ll Own

• Our AI Driven QA engine for Sales and Service: sampling, scoring, calibrations, weekly/monthly reviews, etc.
• Go beyond compliance and stand up Sales Efficacy campaigns (discovery, quoting discipline, objection handling, sales tactics and best practices, etc.) and Service Quality campaigns (resolution quality, cross-selling and upselling, documentation, customer sentiment, etc).
• Tune the AI + human loop: calibrate AI scoring models, update and refine keyword/intent logic, set alert thresholds, and ensure tight calibration between systems and people.
• Find & fix fast: analyze QA data and reports to spot trends, surface root causes, and drive clear action plans with Ops Leadership, Nesting and Training.
• Manage the offshore pod: Oversee offshore QA work — plan audits, QC results, coach for consistency, and leverage the team to amplify quality performance and program impact.
• Keep the Playbook current: maintain, build and evolve quality rubrics, procedures, examples, and calibration guides to keep standards clear and up to date.

What You Bring to the Table

• 3–5 years in contact center QA with proven end-to-end program ownership — not just scoring calls, but building, running, and scaling quality operations.
• Hands-on experience with QA and contact center tools and systems such as Talkdesk, Kustomer, OnScript, Lessonly, Looker, and Google Sheets.
• Ability to analyze data and communicate insights clearly, including distributions, drift, defect patterns, and simple experiment reads.
• Proven success designing and calibrating QA rubrics and processes that safeguard compliance while driving agent performance
• Excellent written communication, reliable facilitation skills, and strong documentation habits

Nice-to-haves

• Background in scaling QA programs in start-ups or rapidly growing organizations
• Working with AI driven QA technology or platforms
• Previous role in insurtech or P&C Insurance space
• Experience leading a small offshore QA team

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