Drive quality consistency and operational integrity: Review customer interactions to assess compliance, risk, and quality standards.
Deliver behavior-based quality insights: Provide actionable feedback on customer interactions to support coaching and improvement.
Leverage AI-assisted tools to uncover patterns and translate insights into operational improvements.
Mercury is a fintech company that provides banking services through partner banks. They are an equal opportunity employer and value diversity and belonging.
Serve as an agency expert on our quality assurance program
Monitor quality reporting to identify trends and problems
Collaborate with the Director of Quality & Compliance on strategies to improve focus areas
Trellis is rewriting the insurance experience by building a tech-powered insurance agency. We are a profitable, fast-growing Series A startup backed by top venture firms, with a remote-first culture that values speed, experimentation, and intentional building.
Define and evolve the centralized quality assurance strategy across customer support channels including email, chat, messaging, and voice.
Analyze QA results, customer interactions, and performance data to identify coaching opportunities and process improvements.
Partner with cross-functional teams to drive operational improvements, enhance customer experience, and shape AI-powered support workflows.
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.
Perform quality assurance monitoring for all departments within the call center, including Operations, Enrollments, Customer Success, and Settlements Teams.
Evaluate customer interactions across phone, social media, email, and chat, and develop metrics for excellence to measure performance.
Create and track accurate, timely quality-monitoring reports, and communicate detailed feedback to all teams.
Above Lending is a next-generation financial services company that provides customized lending solutions to help everyday Americans break the cycle of high-cost debt and achieve financial well-being. The company is growing quickly and fosters a culture grounded in compliance, ethics, and technology built around the people it serves.
Lead quality monitoring initiatives across multi-channel crisis and support services.
Develop and implement performance measurement frameworks and operational audits.
Drive continuous improvement through data analysis and AI-enabled quality solutions.
The company provides behavioral health and crisis support services at scale through national service networks. It is a mission-driven organization with a collaborative culture focused on professional growth and innovation.
Lead quality initiatives, audits, and compliance programs to align with client and regulatory standards.
Analyze performance data and collaborate with cross-functional teams to implement process improvements.
Develop executive reports and tools to drive quality excellence and support operational accuracy.
The partner company operates in the US security and IT sector, focusing on quality and operational excellence. It maintains a dynamic, collaborative culture that values continuous improvement and client satisfaction.
Drive strategy with data by providing strategic recommendations on major business initiatives.
Present complex analysis to senior leadership, translating data into actionable insights.
Mentor team members and collaborate across the organization to influence business performance.
Liberty Mutual is a global insurance company providing a wide range of insurance products. With a large workforce, they emphasize an inclusive culture and employee resource groups to support diversity and professional development.
Design and implement Talkiatry's QA operating model, including selecting and rolling out the first QA platform.
Lead the Quality Training team, overseeing training, knowledge, and change management while owning the quality program end-to-end.
Establish independent QA oversight for BPO and AI agents, moving from manual review to automated, risk-based coverage.
Talkiatry is transforming mental health care by making high-quality psychiatry more accessible, human, and sustainable for both patients and clinicians. As the largest dedicated psychiatry practice in the U.S., it has 750+ psychiatrists and 250+ therapists, with a mission-driven team focused on innovation and compassion.
Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rate.
Benepass is a fintech platform that helps companies reimagine how they take care of their people by offering customizable benefits. Backed by top investors and having raised $75M, they are a high-growth company with a remote-first culture and a commitment to inclusion.
Lead the quality assurance function across the full software development lifecycle, including strategy, organizational design, and technical standards.
Drive an AI-driven technical quality architecture with test data strategy, CI/CD integration, and automation framework philosophy.
Partner with platform and MLE teams to integrate AI/LLM evaluation into the delivery pipeline and establish release quality standards.
Machinify is a healthcare intelligence company that provides an AI-powered platform to health plans, maximizing financial outcomes and reducing costs. Deployed by over 85 health plans and representing over 270 million lives, the company fosters a culture of innovation and transparency.