AI-Driven CX QA Lead

Order; Northern (KY); Hybrid; USD 135,000 - 150,000; Full time

Benefits offered by this job

Equity

401(k) with match

Medical, dental, and vision coverage

Flexible time off

Hybrid work environment

Job summary

Order.co is seeking a Quality Assurance Manager to build a scalable, data-driven QA function across human and AI channels. You will design scorecards, sampling, calibration, and review cadences, and implement 100% interaction monitoring to improve the customer experience.

Reporting to the Director of Customer Support, you will drive cross-functional influence with Product, Support, and leadership, translating insights into actionable improvements that elevate service quality and product outcomes.

Qualifications

• Experience building or scaling a QA program from scratch.
• Strong analytical skills to translate ticket data into insights.
• Excellent written and verbal communication for executive audiences.
• Experience applying AI to support quality and monitoring.

Responsibilities

• Design and launch the quality program for Customer Support across agents and automation tools.
• Move from sampled reviews to monitoring 100% of interactions, including AI-handled conversations.
• Define and track quality metrics and report trends to leadership.
• Identify coaching opportunities and translate findings into actionable feedback.
• Analyze support tickets to surface recurring pain points and bugs.
• Build scalable processes delivering insights to audiences across the organization.
• Create calibration processes to ensure consistency across reviewers and channels.
• Refine the program based on business needs and evolving tech.

Skills

QA program design

Data analysis

Cross-functional influence

AI-enabled QA

Communication

Coaching

Tools

Zendesk

Intercom

Gladly

Job description

Order.co is seeking a Quality Assurance Manager to build a scalable, data-driven QA function across human and AI channels. You will design scorecards, sampling, calibration, and review cadences, and implement 100% interaction monitoring to improve the customer experience.

Reporting to the Director of Customer Support, you will drive cross-functional influence with Product, Support, and leadership, translating insights into actionable improvements that elevate service quality and product outcomes.