QA Lead, CX Quality & Experience Owner (Remote)

Hyprwork; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Wellness stipend

Performance bonus structure

Paid time off

Sick leave

Parental leave

Job summary

HarZa Group is seeking a QA Team Lead to own the quality standard for Customer Experience across two brands and to lead a small team of evaluators. You will define what quality means, recalibrate scoring, and ensure coverage across voice, email, and chat.

You will drive data-driven decisions, coaching, and escalation pathways to improve retention and satisfaction. The role requires hands-on experience with voice and written interactions, a background in D2C/e-commerce, and familiarity with

Qualifications

• Four or more years in quality assurance, CX compliance or CS supervision, with at least two of them leading other people, whether as a QA lead, a supervisor or a team lead.
• Evidence that you have built or rebuilt a QA rubric from scratch, not only applied one you inherited, and that you got leadership to agree it was right.
• Hands-on experience evaluating both voice and written interactions. Phone call auditing is a hard requirement, not a nice to have.
• Direct-to-consumer or e-commerce background, ideally with subscriptions, recurring billing, refunds and retention conversations in scope.
• Hands-on familiarity with a helpdesk platform and a telephony platform at configuration level, not agent level. Our stack includes Richpanel, Checkout Champ, AirCall, ClickUp and Slack.
• Analytical strength: you can spot a pattern across qualitative data, quantify it, and defend it when a founder challenges the number.
• Written English strong enough that your feedback is clear, specific and immediately actionable to agents across more than 15 countries.
• The decision-making standard we hold everyone to: you do not elevate questions. High‑impact, hard-to‑reverse decisions come up with the problem stated, the root cause, at least three options, your recommendation and your reasoning.

Responsibilities

• Standards. You define what quality means at HarZa, in writing, agreed with the Head of CX and the CX leadership team.
• You rebuild the scoring rubric so that it weighs accuracy, policy compliance, retention behavior and resolution completeness, not just tone, and so that a high score on your rubric correlates with a customer who stayed.
• The team. You lead the evaluators doing the day-to-day auditing: you set their coverage quotas, you run calibration sessions so that two evaluators score the same interaction the same way, you review their work, and you develop them.
• Coverage and integrity of the data. You are responsible for knowing that what should be audited is auditable: recordings exist, conversations are captured, sample sizes are representative by brand, channel and agent.
• Coaching and escalation. You turn findings into targeted coaching plans with the team leads rather than into reports nobody reads.
• Feedback into the business. You run a recurring read on what the interactions are actually telling us: where customers are confused about price or offer structure, which scripts are failing, which policies are unclear, which product or funnel problems are showing up as support volume.

Skills

Quality assurance

Team leadership

CX compliance

Auditing

Tools

Richpanel

Checkout Champ

AirCall

ClickUp

Slack

Job description

HarZa Group is seeking a QA Team Lead to own the quality standard for Customer Experience across two brands and to lead a small team of evaluators. You will define what quality means, recalibrate scoring, and ensure coverage across voice, email, and chat.

You will drive data-driven decisions, coaching, and escalation pathways to improve retention and satisfaction. The role requires hands-on experience with voice and written interactions, a background in D2C/e-commerce, and familiarity with