CX Quality Assurance & Training Lead - Remote

Overview

As the Quality & Training Lead on our Voice of Customer and Quality team, you’ll play a key role in ensuring our customer support agents deliver exceptional, consistent experiences across every channel.

In Short

• Develop and deliver training programs, back of house tools, AI copilots, and internal workflows to increase agent efficiency and resolution speed.
• Refine and document SOPs, escalation paths, and workflows to address customer pain points and streamline the agent experience.
• Establish, manage, and continuously improve a QA program that evaluates agent performance across all support channels.
• Analyze QA data to identify trends in customer sentiments, performance gaps, and opportunities for improvement.
• Collaborate with cross-functional teams to embed quality and training feedback into product and process updates.
• Create and maintain training materials, job aids, and reference guides to support ongoing agent and co-pilot development.
• Support onboarding of new agents and ensure smooth ramp-up into live support environments.

Requirements

• 3+ years leading QA, training, or learning & development within a support or operations environment.
• Comfortable analyzing performance metrics, identifying trends, and translating insights into action plans and customer stories.
• Experience building, training, or assessing AI agents/copilots to improve workflow efficiency and interaction quality.
• Strong experience designing and delivering training for tools, processes, or workflows.
• Knowledge of quality assurance methodologies and best practices in customer support.
• Skilled in using support platforms such as Salesforce Service Cloud, Zendesk, or similar tools.
• Strong collaboration skills and the ability to influence without direct authority.
• Bonus: Experience with e-learning platforms, LMS administration, or QA software tools.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan for employees including Medical, Dental, and Vision.
• 12 weeks of 100% paid parental leave.
• $150 per month WFH stipend.
• One-time $750 home office stipend.
• Pet insurance for employee’s fur babies.