Remote Quality Assurance & AI Optimization Analyst

Polywood; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Remote work flexibility

On-site training in Syracuse, IN

Quarterly travel

Job summary

Polywood is hiring a Quality Assurance & AI Optimization Analyst for Customer Experience to ensure high-quality interactions across people and AI. You will evaluate conversations, monitor AI tools, and define quality standards.

Reporting to Head of Customer Experience, this remote role offers flexibility with on-site training in Syracuse, IN and quarterly travel; strong analytical mindset and Zendesk familiarity required.

Qualifications

• Two+ years of experience in customer service quality assurance or a related CX QA role.
• Understand what makes a customer interaction successful and build trust.
• Hands-on experience with Zendesk and reviewing conversations to identify improvements.

Responsibilities

• Define and maintain quality standards across phone, email, chat, and AI channels.
• Analyze conversations, report insights, and coach teams.
• Collaborate with AI teams to test and optimize chatbots and automated journeys.
• Evaluate AI-generated responses for accuracy and tone.
• Track progress and communicate findings to leadership.

Skills

Quality Assurance

Conversation Evaluation

AI Optimization

Zendesk

Data Analysis

Customer Experience

Tools

Zendesk

QA Automation Tools

Job description

Polywood is hiring a Quality Assurance & AI Optimization Analyst for Customer Experience to ensure high-quality interactions across people and AI. You will evaluate conversations, monitor AI tools, and define quality standards.

Reporting to Head of Customer Experience, this remote role offers flexibility with on-site training in Syracuse, IN and quarterly travel; strong analytical mindset and Zendesk familiarity required.