QA Engineer

• Design the QA framework: Develop internal quality standards and scoring rubrics for calls, emails, chats and other support channels; set up calibration sessions to ensure consistency across reviewers.
• Evaluate support interactions: Perform regular reviews of agent interactions against established standards, documenting observations and assessing adherence to regulatory and tone guidelines.
• Provide constructive feedback: Deliver actionable coaching to agents, discuss performance trends in one-on-one or group sessions, and partner with team leads on coaching plans.
• Analyze CX metrics: Track and analyze customer-service KPIs (e.g., CSAT, FRT, QA scores) to identify patterns and opportunities for improvement.
• Leverage data to drive insights: Collect, analyze, and interpret quality-related data (e.g., QA scores, CSAT trends, contact drivers, error rates). Identify root causes of issues, quantify impact, and present actionable insights to leadership.
• Develop training and onboarding: Identify knowledge gaps and collaborate with Training and Ops teams to create targeted training and onboarding programs.
• Report on quality trends: Produce regular reports that summarize quality performance by agent, team and issue type; communicate findings to leadership and recommend improvements.
• Implement QA tooling: Evaluate and implement technology to streamline the QA process.
• Champion customer experience: Work cross-functionally with Product, Operations and Compliance to ensure that customer-service standards align with company policies and voice; help embed a culture of quality within the CX organization.

Customer Experience Quality Assurance Lead

Quality Assurance Inspector, NDT – RT, PT

QA Manager – Lead

Penetration Tester

Director, Data Quality Engineering

QA Assistant