QA Analyst (Customer Support Ops)

Location: Scottsdale, United States; fully in-person attendance up to 5 days a week

Company

hirify.global safeguards U.S. user data, apps, algorithms, and trust and safety operations.

What you will do

• Review BPO evaluations through audit-of-the-auditor processes and provide evidence-based feedback.
• Lead calibration sessions for internal and BPO teams to align quality standards.
• Analyze quality trends and share insights with Training and Operations leaders.
• Manage audit queues, productivity targets, and required sample sizes across products and markets.
• Mediate QA disputes and maintain accurate evaluation rubrics based on current policies, SOPs, and macros.
• Lead projects that improve workflows, audit processes, documentation, and operational scalability.

Requirements

• At least 3 years of experience in quality assurance, customer support, or a related high-volume contact center role.
• Ability to interpret and apply complex operational policies and procedures accurately.
• Experience delivering evidence-based feedback during calibration sessions or dispute resolution.
• Experience creating, maintaining, and enriching SOPs and operational documentation.
• Strong attention to detail and written and verbal communication skills.
• Ability to work fully onsite in Scottsdale, with attendance up to 5 days per week.

Nice to have

• Experience facilitating calibration sessions with BPO vendors or internal stakeholders.
• Familiarity with Zendesk, Salesforce, and specialized QA auditing platforms.
• Experience in a high-growth technology or policy-heavy environment.
• Basic project management and intermediate data analysis skills.

Culture & Benefits

• In-person collaboration supports rapid decision-making, team development, and integrated execution.
• Inclusive workplace focused on diverse perspectives and accessibility.
• Work in a rapidly growing technology environment centered on creativity, curiosity, and continuous improvement.
• Reasonable accommodations are available during recruitment for qualifying needs.