Owner.com

QA Specialist – Customer Support

Owner.com

full-time

Posted on:

Location Type: Remote

Location: Colombia

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Salary

💰 $30,000 per year

About the role

  • Evaluate a weekly quota of agent interactions (calls, emails, SMS) against the QA rubric, delivering scored evaluations with specific, actionable written feedback
  • Identify performance trends across individual agents, teams, and contact types, and present findings to team leads in weekly reporting
  • Calibrate regularly with team leads, Support Manager, and Support Director to ensure consistent, fair scoring across all evaluators
  • Partner with team leads to connect QA findings to active coaching plans and agent development goals
  • Analyze CSAT verbatim feedback alongside QA notes to uncover root causes of customer dissatisfaction and surface recommendations
  • Flag systemic issues — policy gaps, knowledge gaps, workflow friction — surfaced through QA data, and bring them to the right stakeholders
  • Support the evaluation and rollout of AI-assisted QA tooling as we expand our program
  • Contribute to rubric development and maintenance as our products, policies, and customer needs evolve

Requirements

  • 2+ years in a customer support role, with at least 1 year in a QA, coaching, senior, or team lead capacity
  • Strong written communication skills — you write feedback that is direct, specific, and constructive
  • Comfort with data: you can read a performance dashboard, identify a trend, and communicate it clearly to a non-technical audience
  • Experience in a high-volume contact center environment, with phone support as a primary channel
  • Familiarity with contact center tooling (Salesforce, Intercom, or comparable CRM/ticketing platforms)
  • A coaching mindset — you believe feedback drives growth and know how to deliver it in a way agents actually receive
  • Close attention to detail with the ability to evaluate interactions consistently at volume
  • Bilingual English/Spanish proficiency (preferred for LATAM team coverage)
  • Experience with AI-assisted QA platforms such as CallMiner, Level AI, or MaestroQA (preferred)
Benefits
  • comprehensive health coverage
  • remote work
  • WFH Stipend
  • unlimited PTO
  • extra fun perks!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancedata analysisperformance evaluationcoachingcustomer satisfaction analysistrend identificationrubric developmentAI-assisted QAbilingual proficiency
Soft Skills
written communicationattention to detailfeedback deliverycollaborationcoaching mindset