Quality Assurance Lead - Sales & Service
Skills
- 3–5 years end‑to‑end contact center QA ownership
- Hands‑on experience with Talkdesk, Kustomer, OnScript, Lessonly, Looker, and Google Sheets
- Data analysis and insights communication (distributions, drift, defect patterns, experiment reads)
- Designing and calibrating QA rubrics and processes
- Strong written communication, facilitation, and documentation habits
- Experience managing or coordinating with offshore QA teams
Responsibilities
- Own and operate the AI‑driven QA engine for Sales and Service: sampling, scoring, calibrations, and regular reviews.
- Design and run Sales Efficacy and Service Quality campaigns (discovery, quoting discipline, objection handling, resolution quality, cross‑sell/upsell, documentation, sentiment).
- Tune the AI + human loop: calibrate models, refine keyword/intent logic, set alert thresholds, and ensure system/person alignment.
- Analyze QA data to spot trends, identify root causes, and drive action plans with Ops, Nesting, and Training teams.
- Manage and develop the offshore QA pod: plan audits, QC results, coach for consistency, and scale impact.
- Maintain and evolve quality playbooks, rubrics, procedures, examples, and calibration guides.
Education
- Bachelor’s degree or equivalent work experience preferred
- Willingness to complete a pre‑employment background check
Benefits
- Compensation set at the 75th percentile of market data; OTE $90,000–$120,000
- 100% remote (US or Canada)
- Flexible vacation policy
- 100% employer‑paid health insurance for employees (65% for dependents)
- Home office budget
- Wellness events and remote team culture activities
- Automatic 401(k) contribution, FSAs, bonuses, and equity opportunities
- Paid parental leave
- Quarterly team events
Average salary estimate
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