The Quality Assurance & Training Specialist enhances customer experience by evaluating human and AI interactions, providing coaching, and optimizing workflows through data analysis and collaboration with internal teams.
Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow.
Quo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We’re not just building a phone system. We’re setting a new standard for how businesses connect with their customers.
Driven by our values, we move fast, build with determination, and obsess over delivering value to the businesses that have been underserved for far too long.
Today, Quo is trusted by more than 90,000 companies and rated #1 in customer satisfaction on G2. We’re backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. It’s safe to say we’re onto something big.
The Quality Assurance & Enablement Specialist is responsible for improving the quality, consistency, and overall customer experience within CX operations across both human and AI-driven workflows. This role partners closely with internal teams, BPO partners, and CX Ops Engineers to identify experience gaps, strengthen operational quality, and drive continuous improvement across all customer interactions and AI agent workflows.
The ideal candidate combines strong analytical thinking, operational rigor, customer empathy, and AI fluency to elevate both representative performance and the end-to-end porting experience. This role will play a critical part in ensuring AI agents continuously deliver accurate, empathetic, and operationally sound customer experiences at scale.
Quality assurance and Customer Experience:
- Conduct regular quality evaluations across the customer experience to ensure accuracy, compliance, operational consistency, and a high-quality customer experience
- Evaluate both human and AI-generated customer interactions to ensure clarity, empathy, resolution quality, and adherence to operational standards
- Monitor AI agent behavior and outputs to identify gaps in customer experience, operational accuracy, escalation handling, and workflow execution
- Partner with Managers and CX Ops Engineers to improve AI agent performance, customer outcomes, and operational reliability
- Leverage Zendesk AutoQA, customer feedback, operational data, ticket audits, Claude Co-work, and AI agent interaction reviews to identify trends, friction points, and areas for improvement
- Build and Analyze QA findings, DSAT trends, escalations, operational defects, and AI performance patterns to uncover root causes and recommend scalable solutions
- Partner with CX leadership to continuously evolve quality standards, scorecards, and evaluation criteria aligned with customer expectations, carrier requirements, and AI-assisted workflows
- Drive calibration sessions across internal teams and BPO partners to ensure consistency in quality expectations and evaluation standards
- Identify opportunities to reduce customer effort, improve clarity of communication, and streamline the porting experience across both human and automated interactions
- Provide actionable insights and recommendations to improve workflows, tooling, macros, AI prompts, documentation, and operational processes
- Partner cross-functionally with CX Ops, Product, Automation, and Enablement teams to surface recurring customer pain points and operational inefficiencies
- Monitor customer experience metrics and operational KPIs to measure the effectiveness of quality initiatives, AI performance, and process improvements
- Deliver targeted coaching and feedback to representatives and team leads based on QA findings and customer experience trends
- Support performance improvement initiatives through coaching sessions, team workshops, and ongoing quality reinforcement
- Help identify knowledge gaps, operational risks, and AI behavior patterns impacting customer outcomes
- Collaborate with Enablement stakeholders to inform onboarding content, refresher training, and ongoing readiness programs based on QA insights and emerging trends
- Work with QA Management and Ops engineers to refine QA processes, workflows, reporting, evaluation frameworks, and AI quality standards to improve efficiency and effectiveness
- Provide feedback to with leadership on initiatives focused on automation readiness, operational consistency, and improved customer outcomes
- Contribute to the development and maintenance of internal knowledge resources and operational guidance
- Help define and operationalize what “great” customer experience looks like in an AI-assisted support environment
About You
- Familiarity with AI-assisted support tooling and workflows, including platforms such as Claude, Claude Cowork or similar AI copilots/agents
- Experience in quality assurance, customer experience, customer support operations, or operational excellence
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights
- Deep customer empathy and a strong understanding of what drives a high-quality support experience
- Experience evaluating AI-generated customer interactions and identifying opportunities to improve quality, tone, resolution effectiveness, and escalation logic
- Excellent written and verbal communication skills, including coaching and stakeholder collaboration
- Ability to identify patterns, operational risks, and opportunities for process improvement
- Experience working with tools such as Zendesk, AutoQA platforms, LMS systems, and knowledge management tools
- Comfortable operating in fast-paced, evolving environments with shifting priorities
Reporting Structure:
This role reports to the Senior Manager of Customer Experience Enablement.
The annual base salary range for this position is as follow, plus equity and benefits is:
- US Locations: $86,000 - $101,000 USD
- Canada: $86,000 - $101,000 CAD
The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.
Who we areAs a fully remote company, we thrive as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.
And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. Quo is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.
We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI
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