Quality Assurance Specialist, Customer Experience

About the role

Hyprwork is seeking a Quality Assurance Specialist to set the standard for customer experience across its support and sales teams. You will audit tickets, calls, and chats, score agent performance, and provide actionable feedback to ensure every interaction meets the brand’s quality, accuracy, and empathy standards.

Key responsibilities

• Audit a daily quota of email tickets, phone recordings, and live chats using established QA rubrics.
• Score interactions for accuracy, tone, empathy, policy compliance, and resolution completeness.
• Deliver weekly written feedback reports to agents and team leads.
• Flag critical violations such as incorrect refunds or compliance issues for immediate review.
• Maintain QA scorecards, track quality trends, and update rubrics as policies evolve.
• Participate in calibration sessions to ensure scoring consistency.
• Identify systemic issues and present data‑driven recommendations to management.

Required profile

• 2+ years of experience in quality assurance, compliance, or customer service supervision.
• Strong analytical skills with the ability to spot patterns in qualitative data.
• Excellent written communication for delivering clear feedback.
• Detail‑oriented and able to maintain objectivity across evaluations.

Required skills

What we offer

• Remote‑first, async‑first work environment.
• Opportunity to influence the customer experience of a fast‑growing health and wellness brand.
• Collaborative culture with high accountability standards.