QA Manager, Customer Experience
About The Position
Caraway's QA function is being rebuilt from zero: no platform, no rubric, no historical data. We're looking for a QA Manager to build and scale our program, starting with agent-level QA across our in-house team and BPO partners, then expanding into process/policy QA and AI quality diagnostics. This role will design, launch, and scale a modern QA program, then expand into process/policy QA, and ultimately into QA for our AI-assisted and AI-generated customer interactions. The mission: move QA from "grading tickets" to predicting CX issues before they hit customers, measuring real-world impact, and driving continuous improvement across people, tools, and processes. This role sits at the intersection of CX strategy, data, training, AI, and operations, and reports directly to the Director of CX as a thought partner, not just a scorekeeper. This isn't a maintenance role. It's a build-it, shape-it, scale-it opportunity. You'll define what “great CX quality” actually means at Caraway, making it measurable, repeatable, and impossible to ignore. If you believe QA should prevent fires, not just document them, you'll feel very at home here.
Requirements
- 4-6+ years in CX Quality, QA, or CX Operations, including 3+ years leading a QA program
- Experience building a QA function from scratch, not just optimizing an existing one
- Strong analytical skills and hands-on (or fast-learning) experience auditing AI/automation workflows
- Proven ability to influence cross-functionally without authority
Nice To Haves
- Agent Assist, Siena and Kustomer
Responsibilities
- Lead and continuously evolve Caraway's Quality Assurance program across our in-house team and BPO partners, building scalable processes that drive exceptional customer experiences.
- Manage, coach, and develop our Senior QA Associate, while partnering with our Senior CX Manager to ensure consistent quality standards, effective coaching, and ongoing performance improvement.
- Develop and maintain QA frameworks, scorecards, calibration sessions, and feedback loops that drive consistency, accountability, and continuous improvement.
- Analyze QA performance, customer feedback, and operational trends to identify root causes, measure customer impact, and deliver actionable recommendations to CX leadership and cross-functional partners.
- Partner closely with our Senior QA Enablement Manager to identify coaching opportunities, validate training effectiveness, and ensure our knowledge base, macros, and support content remain accurate, customer-first, and aligned with company policies.
- Own quality oversight for AI-powered customer experiences, including chatbots, automations, and AI-assisted responses, continuously improving accuracy, tone, resolution quality, and escalation logic.
- Ensure a consistent Caraway experience across all customer touchpoints by auditing interactions across internal teams, BPO partners, marketplaces, and third-party support channels for quality, compliance, and brand voice.
- Partner with CX leadership to review and improve customer-facing policies, macros, and workflows, ensuring they scale quality, enable agents, and support operational excellence.
- Lead regular quality reporting, business reviews, and calibration sessions, communicating performance trends, customer insights, and improvement opportunities to stakeholders across the organization.
- Champion a culture of quality, curiosity, and customer advocacy by using Voice of the Customer insights to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.
Benefits
- Equity
- 401k with a 3% company match
- Comprehensive medical, dental + vision coverage options with generous employer contributions
- Access to FSA/HSA/Dependent Care FSA’s
- Up to 12 weeks of fully paid parental leave, depending on tenure
- Access to additional fertility care services via KindBody
- MacBook or PC provided
- Annual reimbursements for workspace elevation
- Fully Remote work environment
- Monthly reimbursements for coworking space
- Monthly virtual events, company wide offsites, and Caraway swag
- Annual reimbursements for professional development
- Unlimited PTO
- 11+ paid annual holidays
- Quarterly wellness days
- Monthly wellness reimbursements
- Employee discount on all Caraway Home products
- Complimentary product as a new hire
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
