Quality Assurance Specialist

As a QA Specialist in Care QA, you will help ensure we consistently deliver high-quality, compliant support across human-assisted channels and automation (e.g. AI Agent). You'll be a subject-matter expert for QA standards and audit governance, and you'll translate quality data into improvements in AI agents, training, and processes.

What you'll do

• Evaluate quality at scale across human-assisted and AI/automation support using scorecards, producing clear, actionable feedback that improves performance.
• Own the quality performance narrative across channels—define what "good" looks like, track it over time, and surface the biggest drivers.
• Build and maintain recurring quality reporting (weekly/monthly/quarterly) with segmentation, trend analysis, and executive-ready summaries.
• Correlate quality outcomes with core KPIs (e.g., efficiency, CSAT drivers, contact rate, repeat contacts, automation performance) to identify leading indicators, trade-offs, and root causes.
• Translate insights into AI improvements (conversation design, guardrails, and escalation logic) or human improvements (agent behavior, knowledge/training data).
• Embed AI into QA ways of working by introducing practical workflows and lightweight tooling that increase speed, consistency, and impact—while maintaining governance and privacy standards.
• Partner cross-functionally to ensure QA is built into how automated experiences are designed, launched, monitored, and iterated.

What you'll need

• 3+ years of experience in customer care environments.
• Excellent written and verbal communication and strong stakeholder management skills.
• Strong attention to detail, analytical thinking, and a proactive approach to problem-solving and continuous improvement.
• Proficiency with data tools such as Looker, Tableau, or Power BI and strong data storytelling skills.
• Experience in QA for partial or fully automated customer-facing interactions.
• Experience in managing projects and collaborating with multiple stakeholders.
• Experience with CRM tools such as Zendesk and LMS tools.
• Fluency in English, both written and spoken.

Nice to have

• Experience with QA tools (e.g. Dixa, MaestroQA, Klaus, Kaizo) and project management tools (e.g. Jira).
• Certification or training in quality assurance methodologies (e.g. Six Sigma).

What they offer

• Annual personal growth budget and mentorship programs for continuous learning and development.
• Work from anywhere in the world for 30 days per year.
• Hybrid working approach with three days in-office collaboration (Mon, Tue, Thur) and two days optional at-home focus time.
• Monthly transportation and fitness budget.
• Discounts on GetYourGuide activities for you, friends, and family.
• Health and wellness benefits.