Quality Assurance Subject Matter Expert

About the Team

Our Customer Experience Quality Assurance team is passionate about maintaining high standards across all Customer Experience lines of business and ensuring every support interaction is evaluated with accuracy, fairness, empathy, and consistency. We’re driven by a shared mission to uphold quality, identify improvement opportunities, and support teammates through actionable insights that strengthen both performance and the customer experience.

As we continue to scale, QA SMEs play a key role in maintaining the quality bar, supporting QA auditors and Operations teams, and helping ensure that our evaluation standards, processes, and workflows are consistently understood and applied with the customer at the center of every decision.

About the Role

We’re looking for teammates ready to take the next step as a Quality Assurance Subject Matter Expert (QA SME). In this role, you’ll act as a peer leader and quality resource by supporting complex audit scenarios, helping resolve scoring questions, guiding teammates through QA workflows, and escalating quality-related issues appropriately.

You will champion best practices that improve audit accuracy, feedback quality, and customer outcomes. You will support calibration alignment, identify knowledge or process gaps, and help preserve operational integrity across supported Customer Experience lines of business. Your work will directly contribute to stronger evaluations, more consistent coaching, improved teammate performance, and support interactions that deliver better, more empathetic resolutions for customers.

You will report to the Quality Supervisor or QA leadership team within the CXI organization.

You’re excited about this opportunity because you will…

• Serve as a go-to QA resource for teammates navigating complex audit scenarios, scoring questions, workflows, customer-impacting issues, and policy interpretations.
• Help drive audit accuracy and process quality by sharing QA knowledge, insights, and best practices that keep the customer experience at the center.
• Support calibration sessions by identifying alignment opportunities, reinforcing scoring standards, and helping ensure fair, consistent, and customer-focused evaluations.
• Partner with QA leadership, Operations, and Training to identify knowledge gaps, process inconsistencies, customer pain points, and opportunities to improve quality outcomes.
• Assist with audit reviews, deep-dives, and root-cause analysis to surface customer contact trends, recurring defects, and opportunities to improve resolution quality.
• Support the escalation process for quality-related or customer-impacting issues, ensuring the appropriate resolution path is followed and documented.
• Help reinforce effective feedback practices so audit insights are clear, actionable, behavior-based, and aligned with quality expectations and customer needs.
• Maintain strong knowledge of top customer contact drivers, customer pain points, resolution expectations, tools, workflows, and QA standards across supported lines of business.
• Contribute to updates for knowledge articles, SOPs, QA guidelines, and training materials based on audit trends, customer insights, and teammate needs.
• Set a positive example by demonstrating ownership, attention to detail, professionalism, empathy, and a continuous improvement mindset.
• Help foster a culture of learning, consistency, accountability, and Customer-First support within the QA organization.

We’re excited about you because…

• You have strong performance metrics over the past 3 months.
• You demonstrate excellent tool proficiency, workflow knowledge, and understanding of QA standards within Customer Experience.
• You have strong attention to detail and can evaluate quality scenarios with accuracy, fairness, empathy, and consistency.
• You are comfortable supporting teammates through complex audit questions, scoring scenarios, customer-impacting workflows, and process clarifications.
• You approach challenges with a proactive, analytical, and collaborative mindset.
• You are able to identify trends, connect insights to root causes, and recommend practical improvements that strengthen customer outcomes.
• You communicate clearly and professionally, both verbally and in writing.
• You manage time effectively and can support multiple priorities while maintaining quality and accuracy.
• You understand the importance of empathy, resolution quality, and policy adherence in delivering a strong customer experience.
• You have no disciplinary actions or unjustified absences in the past 6 months.
• You received a “Meets Expectations” or higher in your most recent performance cycle.
• You demonstrate ownership, professionalism, and a commitment to being 1% better every day.
• You bring a One Team, One Fight mentality and help create a supportive, solutions-oriented, Customer-First QA culture