Quality Assurance Lead

Position Overview

The QA Lead owns quality assurance across our entire support floor, approximately 60 agents spanning Tier 1 (domestic and offshore), Concierge, Tier 2, Investigations, Claims, International, and Account Management. This role exists to turn quality from something we react to after a bad review into something proactively and consistently managed.

The QA Lead builds and maintains evaluation scorecards, runs a standing review cadence, analyzes CSAT and QA data for root-cause trends, delivers coaching and training, and serves as the connective tissue between the quality signals we already collect and the tools we already own. The role reports directly to the Director of Customer Support, with weekly reporting and accountability conversations with the Customer Support Manager and a monthly summary to leadership.

The ideal candidate brings a sharp eye for process and detail, the communication skills to coach constructively rather than punitively, and the judgment to prioritize what matters most, especially on high-stakes VIP and Concierge interactions where our premier partner relationships are on the line.

Key Responsibilities

• Run a standing, consistent cadence of ticket and call quality evaluations across all teams
• Own and actively manage the Zendesk QA Surveys Dashboard, and track CSAT and QA trends by agent, team, and tag against a set feedback target
• Take ownership of the monthly C-Sat Review and conduct weekly reviews of Bad-rated tickets with comments to identify root causes, rather than relying on ad hoc pulls
• Deliver 1:1 coaching sessions off review findings, in partnership with Customer Support Manager
• Fast-track review of Concierge and premier-partner tickets to prevent churn risk
• Build and maintain reference materials, that evolve with new findings
• Feed quality findings into small-group and 1:1 training plans
• Deliver weekly reports and accountability check-ins with the Customer Support Manager, and a monthly summary to leadership
• Build on the monthly C-Sat Review into a recurring root-cause reporting cadence and present trends to leadership
• Design and pilot AI-assisted review workflows, using Zendesk QA's AI to flag likely-problem conversations and Claude to analyze the flagged set, and test and calibrate AI grading accuracy before relying on it
• Partner with leadership to evaluate and pilot automation for flagging or escalating tickets that indicate a process breakdown
• Build and run a formal calibration process with supervisors to keep QA scoring consistent as the team grows
• Design and maintain blended QA agent scorecards, including group-specific scorecards built alongside Department Managers around each group's focus and measures of success
• Transition from a consistent baseline review cadence for all agents to risk-based sampling (new hires, agents with recent bad ratings or flagged conversations, and high-risk queues, with a lighter touch for consistently strong performers)
• Partner with leadership on the long-term roadmap for the QA function, including future headcount as volume grows

Qualifications and Skills

• Experience in a QA, coaching, or training role within a contact center or customer support environment
• Familiarity with Zendesk, or a comparable ticketing/QA platform, strongly preferred
• Demonstrated ability to build and apply evaluation scorecards/rubrics consistently across a team
• Strong data analysis skills, comfortable identifying trends across survey, ticket, and comment data
• Excellent written and verbal communication skills, with the ability to coach constructively
• High level of discretion, given regular exposure to VIP, Concierge, and premier-partner interactions
• Comfortable working cross-functionally with supervisors and leadership across multiple teams
• Detail-oriented and highly organized, with strong documentation habits
• Calm, solutions-oriented approach to identifying and addressing performance gaps
• Familiarity with AI-assisted QA or analysis tools (e.g., Claude) a plus

Ideal Candidate Profile
Professional Background

• 3+ years in a QA, coaching, training, or quality management role within a contact center, customer support, or service/logistics environment
• Experience building or applying evaluation rubrics and scorecards consistently across a team
• Prior experience working with ticketing/QA platforms such as Zendesk preferred

Core Competencies

• Process & Detail Orientation: Notices when a step was skipped or handled inconsistently, even when the customer never complained
• Constructive Coaching: Delivers feedback in a way that builds trust and improves performance, not just corrects it
• Data-Driven Thinking: Comfortable digging through survey, ticket, and comment data to find the real root cause, not just the symptom
• Discretion & Judgment: Understands the added sensitivity of VIP, Concierge, and premier-partner interactions
• Ownership: Follows a finding all the way through to a coaching conversation or process fix, rather than just reporting a number
• Cross-Functional Collaboration: Works well alongside supervisors and leadership without stepping on their role

Personal Attributes

• Naturally analytical and curious
• Calm, constructive communicator
• Self-starter who can build process from scratch
• Comfortable holding people accountable with empathy
• Motivated by consistency and improvement, not just calling out mistakes

Thrives in an Environment Where

• Quality is treated as a differentiator, not a checkbox
• Service is proactive, not reactive
• Feedback is used to build people up, not just point out mistakes
• Process and empathy are expected to coexist
• Long-term consistency matters more than one-off wins

Position Details & Benefits

• Department: Customer Support
• Reports To: Director of Customer Support
• Secondary Reporting To: Customer Support Manager
• Employment Status: Full-Time
• Hours per Week: 40
• Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM ET
• Work Arrangement: On-Site
• 401(k) retirement plan
• Health, dental, and vision insurance
• Paid vacation
• Supportive team environment
• Opportunities for career advancement