QA Specialist

The Impact you will have:

• Evaluate a weekly quota of agent interactions 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

Who you'll work with:

• Support Director — your direct manager; sets evaluation standards, rubric direction, and program strategy
• Support Team Leads (Tier 1, Tier 2) — your primary partners for calibration, coaching handoffs, and performance conversations
• Support Agents — the people whose interactions you'll evaluate and whose development your feedback directly shapes

Minimum 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