Remote QA & AI Optimization Analyst

Poly-Wood LLC; Syracuse (IN); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Remote work

On-site training

Job summary

POLYWOOD® is seeking a Quality Assurance & AI Optimization Analyst to enhance customer experiences across human and AI channels. This remote role focuses on evaluating conversations, measuring AI tool performance, and turning insights into improvements.

You'll work with Zendesk and other tools to calibrate quality standards and empower smarter customer journeys. The role reports to the Head of Customer Experience and offers initial on-site training in Syracuse, Indiana, with remote flexibility

Qualifications

• You have at least two years of experience in customer service quality assurance, conversation evaluation, or a related CX quality role.
• You understand how to evaluate interactions and translate insights into better customer experiences.
• You are comfortable working with AI tools and testing chatbots or automated flows.

Responsibilities

• Define and maintain quality standards across phone, email, chat, and AI channels.
• Analyze conversations to identify trends and opportunities for improvement.
• Develop QA scorecards, reporting, and coaching insights for teams.
• Collaborate with CX leadership, Operations, and Tech to drive enhancements.
• Monitor AI-generated responses for accuracy, tone, and usefulness.

Skills

CX QA

Analytical Thinking

AI Tools

Tools

Zendesk

Job description

POLYWOOD® is seeking a Quality Assurance & AI Optimization Analyst to enhance customer experiences across human and AI channels. This remote role focuses on evaluating conversations, measuring AI tool performance, and turning insights into improvements.

You'll work with Zendesk and other tools to calibrate quality standards and empower smarter customer journeys. The role reports to the Head of Customer Experience and offers initial on-site training in Syracuse, Indiana, with remote flexibility