Head of E-Commerce Product Operations – Non-SaaS
Whitecollars
Quality Assurance Lead
Decagon
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $120,000 - $140,000 per year
Job Level
Senior
About the role
- Review conversations (voice transcripts and chat interactions) to ensure quality, empathy, and process adherence
- Make outbound QA calls to evaluate live agent performance and identify improvement opportunities
- Collaborate with agent product teams to validate findings, test fixes, and recommend improvements
- Maintain and refine a backlog of outstanding QA tasks and issues
- Establish, document, and maintain QA best practices, templates, and rubrics for consistent evaluation
- Define and track QA performance metrics to measure progress over time
- Build and eventually lead a team to scale QA capacity as the business grows
Requirements
- Proven QA experience
- Demonstrated ability to both execute QA directly and design scalable QA processes
- Strong attention to detail and a high bar for quality
- Excellent written communication skills, with the ability to deliver pointed, actionable feedback
- Ability to work independently in a fast-paced, distributed team environment
- Comfortable working across multiple time zones, with primary availability during US Pacific time business hours
- Familiarity with customer service products, AI agents, or conversational platforms
- Knowledge of AI conversation quality metrics and evaluation frameworks
- Experience leading QA for enterprise-grade AI agents, customer service software, or customer support operations
- Experience growing and managing a QA team
