Quality Assurance Lead - Customer Support & AI QA

Ship & Play; Florida; On-site; USD 70,000 - 100,000; Full time

Job summary

Ship Sticks in Palm Beach Gardens, FL, is seeking a QA Lead to own quality assurance across our support floor of ~60 agents. You will build evaluation scorecards, manage CSAT/QA data, and coach teams to improve performance, including VIP and Concierge interactions.

Ideal candidate has 3+ years in QA/training in contact centers, familiarity with Zendesk, and a data-driven mindset. You will partner with leadership to drive root-cause analyses and pilot AI-assisted review workflows.

Qualifications

• Experience in a QA, coaching, or training role within a contact center or customer support environment.
• Strong data analysis skills, comfortable identifying trends across survey, ticket, and comment data.
• Excellent written and verbal communication skills, with the ability to coach constructively.
• Familiarity with AI-assisted QA or analysis tools (e.g., Claude) a plus.

Responsibilities

• Run a standing, consistent cadence of ticket and call quality evaluations across all teams.
• Own and actively manage the Zendesk QA Surveys Dashboard, and track CSAT and QA trends by agent, team, and tag against a set feedback target.
• 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 Customer Support Manager.
• Fast-track review of Concierge and premier-partner tickets to prevent churn risk.
• Build and maintain reference materials, that evolve with new findings.
• Feed quality findings into small-group and 1:1 training plans.
• Deliver weekly reports and accountability check-ins with the Customer Support Manager, and a monthly summary to leadership.
• Build on the monthly C-Sat Review into a recurring root-cause reporting cadence and present trends to leadership.
• Design and pilot AI-assisted review workflows, using Zendesk QA's AI to flag likely-problem conversations and Claude to analyze the flagged set.

Skills

QA leadership

Coaching

Training

Zendesk experience

Data analysis

Communication

VIP interactions

Cross-functional

Documentation

AI tools (Claude)

Tools

Zendesk

Job description

Ship Sticks in Palm Beach Gardens, FL, is seeking a QA Lead to own quality assurance across our support floor of ~60 agents. You will build evaluation scorecards, manage CSAT/QA data, and coach teams to improve performance, including VIP and Concierge interactions.

Ideal candidate has 3+ years in QA/training in contact centers, familiarity with Zendesk, and a data-driven mindset. You will partner with leadership to drive root-cause analyses and pilot AI-assisted review workflows.