Quality Assurance Specialist

Overview

Evaluate customer interactions against company standards and sales processes, and deliver coaching feedback that helps team members deliver a consistent, exceptional homeowner experience.

What you'll do

• Conduct quality assurance evaluations of customer interactions to assess adherence to company standards, sales processes, and customer experience expectations.
• Deliver timely and actionable feedback to team members to reinforce strengths and improve performance.
• Partner with managers to identify coaching opportunities and support performance improvement plans.
• Track audit results and document quality observations accurately and consistently.
• Participate in team calibrations and training sessions to maintain scoring consistency.
• Support implementation of new processes, tools, and initiatives through quality monitoring and feedback.
• Assist in reporting quality performance metrics and identifying individual coaching needs.
• Provide insights regarding customer experience concerns and recurring agent behaviors.
• Assist with service level support as needed through customer interaction activities, which will consist of helping with phone coverage when needed.
• Utilize Level AI and other quality intelligence platforms to review customer interactions, identify performance opportunities, and validate audit findings.
• Leverage AI-generated insights to improve coaching effectiveness and highlight opportunities to enhance customer experience.
• Review automated quality scoring and conversation intelligence outputs to ensure accuracy and consistency with established QA standards.
• Identify customer experience and sales trends surfaced through AI-enabled reporting and escalate findings to leadership when appropriate.
• Maintain proficiency in AI tools and adopt new capabilities that improve quality monitoring efficiency and effectiveness.

What you'll need

• 1+ year of quality assurance, coaching, customer service, or sales experience.
• Strong written and verbal communication skills.
• Ability to provide constructive coaching and feedback.
• Strong attention to detail and organizational skills.
• Experience working in a sales or customer service call center environment.
• Proficiency in Microsoft Excel and other reporting tools.
• Ability to adapt to changing priorities and business needs.
• Passion for employee development and customer experience excellence.
• Proven experience working with US based business teams.
• Excellent written and communication skills in English language.

Nice to have

• Experience working with AI-powered quality monitoring, conversation intelligence, or contact center analytics tools.
• Ability to interpret AI-generated insights and apply sound judgment when evaluating customer interactions.
• Comfortable leveraging technology and automation to improve productivity and quality outcomes.

Details

• Remote, India.
• Requires full and ongoing overlap with U.S. Eastern Time business hours (7:30 PM IST – 3:30 AM IST).
• Night Shift Allowance applies in line with company policy.
• Workspace: a quiet space to work and an internet connection of at least 30 Mbps download and 10 Mbps upload.
• Pay range: 600,000 – 840,000 INR annually.