Quality Assurance & Training Specialist

Job description

The Quality Assurance & Enablement Specialist is responsible for improving the quality, consistency, and overall customer experience within CX operations across both human and AI-driven workflows. This role partners closely with internal teams, BPO partners, and CX Ops Engineers to identify experience gaps, strengthen operational quality, and drive continuous improvement across all customer interactions and AI agent workflows. The ideal candidate combines strong analytical thinking, operational rigor, customer empathy, and AI fluency to elevate both representative performance and the end-to-end porting experience. This role will play a critical part in ensuring AI agents continuously deliver accurate, empathetic, and operationally sound customer experiences at scale. About the role: Quality assurance and Customer Experience: - Conduct regular quality evaluations across the customer experience to ensure accuracy, compliance, operational consistency, and a high-quality customer experience - Evaluate both human and AI-generated customer interactions to ensure clarity, empathy, resolution quality, and adherence to operational standards - Monitor AI agent behavior and outputs to identif...