Customer Experience QA Analyst at Cookunity

About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul. Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. If that mission has you hungry in more ways than one, you’ve found the right job posting. About the Team: CX Excellence Architects are in charge of designing and improving the quality of our service by focusing on training and QA. Utilizing CX data points, they identify areas of improvement in team performance, procedures, and the customer journey map, with our north star being CX Retention. The role: The CX QA Analyst is a foundational role within the CX Excellence Team, focused on evaluating the quality of customer support interactions. This position is ideal for someone early in their QA or process improvement career who is passionate about quality, consistency, and customer-centric service delivery. In this role, you will analyze customer support interactions to assess adherence to processes, policies, and CX best practices. You will provide structured, actionable feedback on both how the interaction was handled and what was delivered—ensuring accuracy, clarity, empathy, and consistency. The role includes a structured ramp-up period with close coaching and calibration, with the expectation of transitioning into an independent QA Analyst role after the initial onboarding phase. Responsibilities: • Audit customer interactions using established QA rubrics and scorecards, ensuring consistent and accurate application of quality standards across channels and case types. • Document clear, objective audit findings and insights in alignment with QA guidelines and expectations. • Provide actionable written feedback that supports learning, accountability, and continuous improvement. • Differentiate between issues requiring immediate attention and those better addressed through long-term coaching. • Participate in calibration sessions and incorporate feedback from QA Leads to continuously improve scoring accuracy and judgment. • Identify recurring quality trends, gaps, and root causes, sharing insights with the QA Lead to inform training and process improvements. Requirements: • Strong attention to detail and a structured approach to reviewing customer interactions. • Ability to learn and apply quality standards, rubrics, and evaluation frameworks with consistency. • High coachability, with openness to feedback and a clear interest in developing QA expertise. • Analytical mindset, with curiosity to understand patterns, root causes, and quality gaps. • Clear written communication skills, especially when documenting feedback and insights. • Comfort working in a learning-heavy environment with close guidance during the ramp-up phase. • Strong sense of ownership, accountability, and quality obsession. • At least 1 year of experience in a CX Quality Analyst, Quality Assurance, Process Improvement, or related operational role, preferably within a customer support or service environment. Preferred requirements: • Experience working with ticketing platforms such as Zendesk. • Exposure to QA audits, scorecards, calibration sessions, or performance reviews. • Familiarity with documentation and collaboration tools (Notion, Google Workspace). • Intermediate knowledge of Notion and/or Miro for process documentation. • Previous experience in Customer Experience or Support roles. Interview process: • Application review - Please submit your English version resume • Preliminary Assessment on Canditech (AI Tool) • Take-home Test on Canditech (AI Tool) • Hiring Manager Interview • Reference Check • Offer ⚠️ Important TimelinesPlease note the following deadlines: • The entire interview process must be completed by January 26th. • Target start date: Feb 9th Benefits **** 💸 Get paid in USD. 🗺 Work remotely: design the life that you want ⛱ Enjoy 15 days of vacation each year from the start date 🎄 16 fully paid Argentinean holidays 🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical 🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid 🕯 Compassionate Leave: 3-5 days each time the need arises 🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform 🧑‍🏫 Personalized English coach 🏥 CookUnity Medical Allowance If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you. Thank you for your time! CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability. A quick note for all candidates We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us: • Apply only through our official channels. All open roles are listed on our official careers page: careers.cookunity.com • Our recruiters are real people — and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official LinkedIn Company Page. • We only communicate through official CookUnity channels. That means emails ending in @cookunity.com and interviews held through official company platforms (Google Meet or Zoom) — never WhatsApp, Telegram, or SMS. • We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away. If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity — and we care about keeping your experience (and safety) as genuine as possible.