Remote AI-Driven QA Specialist for Customer Experience

Porch Group; United States; Remote; USD 6,200 - 8,700; Full time

Benefits offered by this job

Medical insurance

Retiral benefits

Night Shift Allowance

12 company-paid holidays

Job summary

Porch Group is seeking a Quality Assurance Specialist to evaluate customer interactions using AI-powered tools and provide coaching that improves agent performance and customer experience. This remote role requires collaboration with US teams, strong communication, and a detail-oriented mindset to uphold QA standards.

You will audit interactions, deliver feedback, and help implement new QA processes while leveraging Level AI and other platforms to drive continuous improvement across the contact

Qualifications

• 1+ year of quality assurance, coaching, customer service, or sales experience.
• Strong written and verbal communication skills.
• Ability to provide constructive coaching and feedback.
• Strong attention to detail and organizational skills.
• Experience in a sales or customer service call center environment.
• Proficiency with Microsoft Excel and reporting tools.
• Adapt to changing priorities and business needs.
• Passion for employee development and customer experience excellence.
• Experience with AI-powered quality monitoring, conversation intelligence, or contact center analytics tools preferred.
• Ability to interpret AI-generated insights and apply sound judgment.

Responsibilities

• Evaluate customer interactions against QA standards and sales processes.
• Provide timely, actionable feedback to team members.
• Partner with managers to identify coaching opportunities and support improvement plans.
• Track audit results and document quality observations accurately.
• Participate in calibrations and training to maintain scoring consistency.
• Assist in reporting quality metrics and identifying coaching needs.
• Support implementation of new processes and tools through QA feedback.
• Review AI-generated insights and ensure alignment with QA standards.

Skills

Quality assurance

Coaching

Customer service

Call center experience

Excel

English proficiency

AI tools

US teams

Attention to detail

Tools

Microsoft Excel

Job description

Porch Group is seeking a Quality Assurance Specialist to evaluate customer interactions using AI-powered tools and provide coaching that improves agent performance and customer experience. This remote role requires collaboration with US teams, strong communication, and a detail-oriented mindset to uphold QA standards.

You will audit interactions, deliver feedback, and help implement new QA processes while leveraging Level AI and other platforms to drive continuous improvement across the contact