Quality Assurance & Training Specialist

Quo•Canada, KY

2d•$86,000 - $101,000

About The Position

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.

Requirements

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

Responsibilities

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 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.