Quality Assurance Specialist, Customer Experience

3 weeks, 4 days ago
Full-time
Junior
Quality Assurance and Testing

Hyprwork

Hyprwork says it helps ecommerce businesses rapidly scale using advertorials and funnels. Its LinkedIn description says it is a multi-8-figure direct-to-consumer health e-commerce company focused on health, wellness, and performance products.

Online and Mail Order Retail
51-200
Founded 2020

Description

  • Audit a daily quota of email tickets, phone call recordings, and live chat interactions across customer support and sales teams.
  • Score agent performance using established QA rubrics covering accuracy, tone, empathy, policy compliance, and resolution completeness.
  • Deliver weekly written feedback reports to agents and team leads with specific, actionable observations.
  • Flag critical violations such as incorrect refunds, unauthorized offers, and compliance issues for immediate review.
  • Collaborate with team leads to develop targeted coaching plans based on QA findings.
  • Support new hire evaluations during probationary periods.
  • Maintain QA scorecards and track quality trends across teams over time.
  • Participate in calibration sessions to ensure consistent scoring across evaluators.
  • Update QA rubrics and evaluation criteria as policies, products, or processes change.
  • Identify systemic issues such as script gaps, unclear policies, or recurring errors and escalate them to management with recommendations.

Requirements

  • 2+ years of experience in a QA, compliance, or customer support supervision role.
  • Strong analytical skills with the ability to spot patterns in qualitative data and quantify quality trends.
  • Excellent written English for delivering clear, constructive feedback.
  • High attention to detail and the ability to stay objective when scoring interactions.
  • Understanding of direct-to-consumer business models, subscription management, and the customer lifecycle.
  • Experience evaluating both voice and written customer interactions.
  • Familiarity with helpdesk and telephony platforms is a plus.

Benefits

  • Fully remote position based in Latin America.
  • Real ownership over customer experience quality standards.
  • Competitive compensation.
  • Clear KPIs and direct influence on CX team performance.
  • Flexible time off.
  • Training and development opportunities.
  • Performance bonus and monthly commissions.
  • A culture that values quality, accountability, and continuous improvement.

Interested in this position?

Apply directly on the company website

Apply Now

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