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Key Responsibilities:
- Define, evolve, and operationalize a centralized quality assurance strategy across customer support channels.
- Iterate on QA frameworks, scorecards, and calibration processes to drive consistency and accountability.
- Analyze QA results, CSAT trends, and operational data to identify coaching opportunities and process improvements.
What You Bring:
- 5+ years of experience in quality assurance, customer support, or service operations in a fast-paced environment.
- 3+ years of leadership experience, with proven ability to build, scale, or evolve QA programs.
- Strong analytical skills and experience with AI-enabled support tools and platforms like Zendesk.
What We Offer:
- Competitive health benefits, dental, and 401(k) with immediate participation.
- Generous PTO policy, RSU program for most employees, and retirement matching.
- Remote-first work environment with a focus on collaboration, transparency, and continuous improvement.
1Password
1Password is a cybersecurity company that provides password management and unified access management solutions, trusted by over 180,000 businesses including Fortune 100 leaders. With a culture of collaboration, transparency, and continuous improvement, the company has been recognized on the Forbes Cloud 100 for four years in a row.