Quality Assurance Analyst

TL;DR

Quality Assurance Analyst (Customer Success): Conducting consistent evaluations of customer interactions including calls, emails, chats, and Zooms with an accent on objective scoring, detailed feedback, and performance trends analysis. Focus on identifying patterns, providing actionable recommendations, and contributing to QA program improvements for operational excellence and customer experience enhancement.

Location: New York, New York (Hybrid, based in NYC office)

Salary: $36.30 to $39.93 per hour

Company

hirify.global is a data-driven HR platform helping businesses focus on growth by solving HR issues in a supportive, entrepreneurial environment.

What you will do

• Conduct objective evaluations of Customer Success interactions using Rippit, meeting QA KPIs for grading time, accuracy, and alignment.
• Deliver structured feedback with strengths, opportunities, and actionable steps to drive team performance improvement.
• Participate in calibration sessions and contribute to QA program enhancements including scoring criteria and workflows.
• Analyze performance trends and customer data to identify gaps and recommend process improvements to leadership.
• Support special projects, appeals reviews, and coverage for team absences to maintain operational continuity.

Requirements

• 2+ years in customer experience, operations, or quality assurance.
• Proven ability to develop coaching programs and improvement initiatives.
• Proficiency with QA platforms (Rippit preferred), technical troubleshooting, and process optimization.
• Data fluency for building, maintaining, and interpreting dashboards and reports.
• Excellent organizational, communication, and analytical skills; comfortable working independently.
• Results-driven with high attention to detail and systems thinking.

Nice to have

• Experience in training, enablement, or facilitation.
• Familiarity with customer knowledge tools and AI chatbot systems.

Culture & Benefits

• Welcoming, casual environment with great benefits, wellness programs, and company retreats.
• Focus on people as the top asset, with opportunities to learn from startup leaders.
• United by shared goals, motivations, and core values: Camaraderie, Openness, Grit, Integrity, Simplicity (COGIS).
• Data-driven iteration, supportive entrepreneurial culture emphasizing accountability and continuous improvement.
• Total rewards including perks detailed in company philosophy.