TL;DR

Customer Support Quality Lead (AI): Establishing and improving a QA program to ensure exceptional, consistent customer support experiences across all channels, integrating AI automations with human agent performance. Focus on analyzing quality data, identifying performance gaps, and embedding feedback into product and process updates.

Location: Remote (USA)

Salary: $72,000–$90,000 USD

Company

%hirify_global% is a leading safety technology platform that helps communities with crime prevention and security through hardware and software solutions.

What you will do

Establish, manage, and continuously improve a QA program that evaluates agent performance across all support channels.
Analyze Quality data to identify trends in customer sentiments, performance gaps, and opportunities for improvement.
Collaborate with cross-functional teams to embed quality feedback into product and process updates.
Create and maintain customer sentiment analysis, job aids, and reference guides.
Support onboarding of new agents and ensure smooth ramp-up into live support environments.

Requirements

3+ years leading Quality, Voice of Customer, or Learning & Development within a support or operations environment.
Comfortable analyzing performance metrics, identifying trends, and translating insights into action plans.
Knowledge of quality assurance methodologies and best practices in customer support.
Skilled in using support platforms such as Salesforce Service Cloud, Zendesk, or similar tools.
Strong collaboration skills and the ability to influence without direct authority.

Nice to have

Experience with e-learning platforms, LMS administration, or QA software tools.

Culture & Benefits

Flexible PTO and 11 company holidays.
Fully-paid health benefits plan for employees including Medical, Dental, and Vision, and an HSA match.
12 weeks of 100% paid parental leave, with additional time for birthing parents.
Fertility & Family Benefits through Maven, with a $50,000 lifetime maximum benefit in 2025.
Caregiver support through Cariloop.
1:1 sessions with Carta Equity Tax Advisors.
Employee Resource Groups (ERGs) like Women of Flock, Flock Proud, and Melanin Motion.
WFH Stipend ($150/month), Productivity Stipend ($250/year), and a one-time Home Office Stipend ($750).
Pet Insurance through Pumpkin.