Customer Support QA Specialist (AI)

TL;DR

Customer Support QA Specialist (AI): Ensuring high-quality customer interactions across support channels for an AI marketing platform with an accent on communication standards, agent coaching, and process optimization. Focus on evaluating support quality, identifying systemic issues, and driving team growth through structured feedback and data-driven reporting.

Location: Remote

Company

hirify.global is an all-in-one AI marketing platform that empowers small businesses to create high-performing content and automate ad campaigns across Meta channels.

What you will do

• Review customer interactions across chats, emails, and comments to evaluate quality, tone, and compliance.
• Fill in QA scorecards and provide structured, constructive feedback to support agents.
• Conduct 1:1 coaching sessions to improve communication style and problem-solving approaches.
• Create and update training materials, guides, and QA documentation.
• Prepare weekly and monthly QA reports to track quality dynamics and identify trends.
• Participate in calibration sessions and collaborate with Team Leads to improve support processes.

Requirements

• 3+ years of experience as a QA Analyst or Specialist in a contact center or support environment.
• Strong understanding of support metrics like CSAT, FRT, and escalation trends.
• Upper-Intermediate English or higher (written and spoken).
• Proficiency with CRM/helpdesk tools like Zendesk or Intercom.
• Confident Excel or Google Sheets skills for data analysis and reporting.
• Strong coaching, analytical, and feedback skills.

Nice to have

• Experience in SaaS or subscription-based products.
• Experience managing refunds, billing, or retention-related support cases.
• Experience building or scaling QA processes.
• Experience in onboarding or training support agents.

Culture & Benefits

• Remote-first work environment with optional access to offices in Warsaw and Kyiv.
• Paid time off and sick leave.
• Financial support with private entrepreneurship matters.
• Regular performance reviews to ensure transparent growth.
• Opportunity to work on AI-powered tools impacting over one million small businesses.

Hiring process

• Recruiter interview.
• Test assignment.
• Final Interview.
• Reference check.