QA Specialist – Customer Support

Owner.com

As a QA Specialist at Owner.com, you will evaluate customer interactions to ensure quality standards. You will analyze trends and collaborate with the support team to enhance service quality.

Posted 4/11/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-Level💰 $30,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

comprehensive health coverage
remote work
WFH Stipend
unlimited PTO
extra fun perks!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality assurancedata analysisperformance evaluationcoachingcustomer satisfaction analysistrend identificationrubric developmentAI-assisted QAbilingual proficiency

Soft Skills

written communicationattention to detailfeedback deliverycollaborationcoaching mindset