QA Analyst

As part of the Quality team, the QA Analyst plays a critical role in maintaining and improving the quality of Thumbtack’s support and operational performance. You’ll be responsible for auditing customer/pro interactions (calls, chats, emails). Track and analyze trends in audit results, escalating patterns that may impact quality or customer experience. Partner with team leads, QA peers, and cross-functional partners to create feedback loops that improve agent performance. Maintain and update QA scorecards, documentation, and calibration processes. Publish reports and insights to drive data-backed decision-making across teams. Participate in calibration sessions and operations/company meetings.