Own the design, execution, and ongoing optimization of the CX Quality Assurance framework across various Customer Support teams. Lead weekly and monthly QA reviews and recommendations using Zendesk AutoQA and related tools Analyze all relevant data to surface root causes and performance drivers at the individual, team, and program level. Partner with Support Managers in calibration and effective, growth-centric coaching Conduct targeted audits related to product changes or process updates. Lead the end-to-end lifecycle of CX training programs, including onboarding, continuous learning, and change management for product and policy updates. Design and maintain scalable training assets in collaboration with the Senior Manager, including training content, documented workflows, and job aids Partner with subject matter experts across Product, Engineering, and Support to ensure content accuracy, relevance, and adoption Ensure alignment between customer-facing documentation and internal support guidance as the Enablement subject matter expert for the Resource Center and internal knowledge content Evaluate training effectiveness using data and feedback loops, and iterate programs based on performance outcomes. Explore, pilot, and operationalize AI-driven solutions to improve quality assurance, coaching, and training effectiveness Partner with internal stakeholders and vendors to assess emerging tools and technologies that support QA and learning at scale Translate AI outputs into human-centered workflows that support managers and agents Collaborate in establishing guardrails, quality standards, and feedback loops to ensure AI-assisted processes enhance—not replace—critical thinking and human judgment Serve as the functional lead and point of accountability for CX QA and training practices across internal teams and BPO partners. Collaborate cross-functionally to prepare Support for product launches and operational changes and align on success metrics and readiness criteria Propose data-backed recommendations to CX and Enablement leadership on investments, priorities, and risks Champion continuous improvement by highlighting best practices, sharing insights, and mentoring junior training or QA specialists as applicable Proactivity and curiosity to learn Quo’s product, workflows, and customer use cases, with a strong appetite for staying current on new features and changes. 3 years proven experience designing and leading QA and training programs in a customer support or CX environment, preferably within a scaling or startup context. 2 years experience reflecting strong analytical skills, with experience translating QA, CSAT, and operational data into actionable insights and recommendations. 1 year experience with QA and LMS platforms (e.g., Zendesk AutoQA or Klaus, WorkRamp, Notion), with curiosity and adaptability toward new tools and AI-enabled workflows. Excellent communication and facilitation skills, with the ability to influence without authority and tailor messaging to agents, managers, and leaders. Highly organized and self-directed, with the ability to balance strategic initiatives with hands-on execution. Comfort operating in ambiguity and building structure where it does not yet exist.