Quality Assurance Specialist

Overview

Porch is hiring a Quality Assurance Specialist for remote work in India. You will evaluate customer interactions, use AI-powered quality tools to identify coaching opportunities, and help improve agent performance and customer experience.

What you'll do

• Conduct quality assurance evaluations of customer interactions against company standards and expectations.
• Deliver timely, actionable feedback to team members to improve performance.
• Partner with managers to identify coaching opportunities and support performance improvement plans.
• Track audit results and document quality observations accurately.
• Participate in team calibrations and training to maintain scoring consistency.
• Use Level AI and other tools to review interactions and validate audit findings.
• Report quality performance metrics and identify individual coaching needs.

What you'll need

• 1+ years 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.
• Proficiency/experience with AI-powered quality monitoring or conversation intelligence is preferred.

Details

• Location: India (Remote) for customer support.
• Night shift overlap required with U.S. Eastern Time business hours (7:30 PM IST – 3:30 AM IST).