Are you the kind of person who notices every little detail—and actually enjoys giving feedback that helps people grow? We're looking for a Quality Assurance Specialist to help us deliver top-notch service by reviewing customer interactions and making sure our support team is consistently awesome.
The Quality Assurance (QA) Specialist is responsible for monitoring and evaluating inbound and outbound calls, chats, and other customer interactions to ensure adherence to company policies, procedures, and quality standards. This role plays a vital part in maintaining and improving the overall customer experience by identifying trends, providing actionable insights, and supporting continuous improvement initiatives.
Listen to and review customer calls, chats, and emails for quality, accuracy, and tone
Score interactions using our QA rubrics and provide constructive feedback
Work closely with team leads and trainers to support agent performance
Spot trends, gaps, and opportunities to improve the customer experience
Help us build out and improve our quality review processes and tools
Participate in calibration sessions to ensure fairness and consistency
Be a key voice in shaping what “great support” looks like at Printfly
1 year of experience in customer service, QA, or a related role
A sharp eye for detail and a passion for excellent service
Strong written and verbal communication skills
Comfortable giving thoughtful, constructive feedback
Experience with support tools like Zendesk, Salesforce, or similar platforms
A self-starter who's organized, curious, and ready to grow with us
Competitive salary and benefits
Supportive, feedback-friendly team culture
Opportunity to shape how we serve our customers
Room to grow—professionally and personally
Sound like your kind of gig? Apply now and let's talk!