Quality Assurance Specialist II

What you’ll do

• Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy.
• Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities.
• Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management.
• Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time.
• Lead calibration and scoring integrity efforts across vendor and internal auditors.
• Create and maintain SOPs, scorecards, and playbooks; ensure version control, distribution, and frontline adoption.
• Investigate recurring failures and run root-cause analyses; define and track prioritized remediation plans and measure impact on agent outcomes and customer experience.
• Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions.
• Drive vendor QA performance through coaching, calibration testing, remediation, and escalation; partner with Vendor Management on performance actions.
• Coach and mentor vendor support staff
• Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.

What you’ll need to succeed

• Program design expertise: Experience designing scalable QA frameworks, audit programs, and calibration approaches that support long-term decision making.
• Strong analytical fluency: Proficient at independently exploring datasets, writing queries, and building dashboards or analyses with analytics/BI tooling to surface prioritizable insights.
• Systems thinking: Ability to connect quality signals across processes, tools, vendors, and functions to surface patterns and drive systemic fixes.
• Audit & calibration depth: Demonstrated experience creating scorecards, running calibration programs, and maintaining scoring integrity across inte