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LeadFull-timeAI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a QA Lead to join our team at Fever, the world’s leading tech platform for culture and live entertainment. This role is responsible for designing, owning, and continuously improving the User Support quality system, ensuring that quality data is translated into clear insights, process improvements, and measurable performance gains.
Key Responsibilities
- →Own and evolve QA scorecards across channels (email, chat, calls)
- →Define and maintain quality standards across languages and workflows
- →Ensure consistency and scalability of the QA framework
- →Identify areas of improvement and performance gaps
- →Conduct root cause analysis on recurring quality issues
- →Identify support processes that require improvement
- →Support implementation and ongoing monitoring with Ops and Training teams
- →Validate the accuracy and reliability of the AI-based evaluation system
- →Perform targeted human audits (sampling, edge cases)
- →Evaluate and improve the quality and effectiveness of macros and predefined responses
Requirements
- ✓Strong background in QA, Quality Operations, or Customer Support
- ✓Experience with scorecards, quality metrics, and performance analysis
- ✓Comfortable working in data-driven, high-volume environments
- ✓Strong analytical, process-improvement, and stakeholder communication skills
- ✓Experience with AI-based QA systems is a plus
