QA Lead: Data-Driven Coaching for VIP & Concierge Support

ShipSticks

Florida

On-site

USD 80,000 - 120,000

Full time

3 days ago

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Job summary

Ship Sticks is seeking a QA Lead to oversee quality assurance for a large, global customer-support operation. The role spans Tier 1 domestic and offshore, Concierge, Tier 2, Investigations, Claims, International, and Account Management.

You will build evaluation scorecards, run reviews, and coach teams to proactively improve CSAT and service levels. The ideal candidate blends process discipline with strong communication, prioritizing VIP and premier-partner interactions to protect partnerships

Qualifications

3+ years in a QA/quality management role within a contact center, customer support, or service/logistics environment.
Experience building and applying evaluation rubrics and scorecards consistently across a team.
Excellent written and verbal communication skills with the ability to coach constructively.

Responsibilities

Run a standing cadence of ticket and call quality evaluations across all teams.
Own and manage the Zendesk QA Surveys Dashboard and track CSAT/QA trends by agent, team, and tag.
Take ownership of the monthly C-Sat Review and conduct weekly reviews of bad-rated tickets with comments to identify root causes.
Deliver 1:1 coaching sessions off review findings in partnership with the Customer Support Manager.
Build and maintain reference materials that evolve with new findings.
Deliver weekly reports and accountability check-ins with the Customer Support Manager, and a monthly leadership summary.