QA Reviewer for Customer Support at a fast growing start up

OVERVIEW As a QA Reviewer, your primary focus is to evaluate Support Agent activities across email, phone and Slack to ensure procedures are being followed, world-class customer service is being delivered, and support is provided efficiently. This entry-level role plays a key part in maintaining consistency and quality across our support team's communication. CORE RESPONSIBILITIES Interaction Review - Review a sample of emails, phone calls, and Slack conversations on a regular cadence - Evaluate interactions against established quality and process standards - Document findings clearly and consistently using QA scorecards or checklists Quality & Compliance Monitoring - Identify instances where procedures were not followed and flag for follow-up - Assess tone, empathy, and professionalism to ensure world-class customer service - Monitor for efficiency, including response times and resolution speed Feedback & Reporting - Summarize review findings and share trends with team leads or managers - Highlight recurring issues or coaching opportunities across agents or channels - Maintain accurate records of completed reviews and outcomes Collaboration & Continuous Improvement - Partner with the Knowledge & Enablement Specialist to flag outdated or unclear documentation surfaced during reviews - Provide input on process gaps or recurring confusion identified through QA reviews - Stay current on support procedures, tools, and quality standards to ensure accurate evaluations REQUIRED SKILLS & QUALIFICATIONS - Expert-level verbal and written communication skills in English (US) is a must - Strong attention to detail and ability to spot inconsistencies or errors - Comfortable reviewing and evaluating tone, empathy, and professionalism in customer interactions - Basic understanding of customer service best practices. Prior support experience is a plus - Ability to stay organized and manage a consistent review cadence across multiple channels - Comfortable working with QA tools, scorecards, or checklists (training provided) - Familiarity with tools like Sigma, Notion, Slack, and Fin/Intercom is a plus - Self-starter who can work independently while flagging issues or trends to the team - Open to feedback and eager to learn support processes and quality standards over time - A reliable work-from-home setup (computer, stable internet, quality headset, etc.) - Able to work 8-hour shifts (including a 30 minute break), 5 days a week, during standard US business hours PERFORMANCE EXPECTATIONS - Continuous Improvement: Drive improvement by identifying trends and opportunities and surfacing recommendations to leadership that boost team efficiency and elevate the overall experience - KPI Requirements: Meet or exceed defined targets for all KPIs including, but not limited to: Productivity, Calibration Score, Disputes, and Professional Behavior & Engagement - Process Adherence: Follow policies and procedures, as noted in the Contractor Handbook and team knowledge base, at all times. - Professional Development: Actively participate in training, calibration, and team sessions and other skill-building opportunities OUR COMPANY VALUES - Bold: We dream big, take risks, and set ambitious goals. We prioritize, hustle, and see every failure as a learning opportunity for future growth - Empathetic: We are honest, transparent, and committed to doing what’s right—for our customers, colleagues, company, and the world. - Accountable: We hold ourselves to high standards and follow through on our commitments. Customers choose us because they trust our brand and our people. - Self-starters: We take ownership of problems we encounter. Our impact is defined not by job titles, but by the work that needs to be done. - Team First: We believe success is a team effort. Individual performance is essential and valued, but never at the expense of the team. DEVELOPMENTAL OPPORTUNITIES - Skill Specialization: Develop expertise in specific product areas or support channels - Cross-Functional Growth: Exposure to other departments through special projects and collaborations - Training & Certification: Access to professional development resources and industry certifications