💼 About This Role

You'll design and own a robust QA program for a defined business area, partnering with cross-functional teams to identify systemic quality issues and drive improvements. Your work will reduce customer recontacts and unresolved issues. This is a high-impact, builder role where you'll influence stakeholders to embed quality into operational planning.

🎯 What You'll Do

• Design and own the QA program including sampling, coverage, and scoring methodology
• Build feedback loops from audits and interaction data to identify systemic issues
• Translate QA signals into data-backed narratives to influence prioritization
• Develop dashboards and reporting to track quality exposure and remediation
• Lead calibration and scoring integrity efforts across auditors

📋 Requirements

• 5+ years of experience in quality assurance, audit, or operational quality in a high-scale or regulated environment
• Demonstrated ownership of QA or controls programs with measurable impact
• Strong data skills including dashboard/reporting development experience
• Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance
• Exceptional communication and stakeholder engagement skills

✨ Nice to Have

• Prior vendor QA management and calibration program ownership
• Experience with automation-enabled QA tools (e.g., conversational AI outputs)

🎁 Benefits & Perks

• 🩺 100% subsidized medical, dental, and vision coverage for you and dependents
• 💰 Equity rewards included in total compensation
• 📱 Monthly stipends for health, wellness, and tech spending

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Cross-functional Interview· 45 min