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Mid LevelFull-timeRustGitAI
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Post-Launch Quality Assurance Analyst to join Mia Labs, an investor-backed startup modernizing dealership operations. This role involves monitoring live client calls, identifying quality issues, and driving continuous improvement across our dealership network.
Key Responsibilities
- →Listen to live and recorded calls across dealership clients to assess Mia's performance
- →Evaluate calls against quality standards: accuracy, tone, routing decisions, appointment handling, and customer experience
- →Flag urgent issues for immediate remediation while tracking trends over time
- →Spot recurring issues that indicate configuration problems, integration failures, or product gaps
- →Work with your manager to flag "at-risk" accounts based on quality trends
- →Collaborate with Support to connect quality findings to Issue Reports and Tech Support tickets
- →Recommend configuration changes or prompt adjustments to improve Mia's performance
- →Partner with Engineering on product improvements informed by real call data
- →Contribute insights to product roadmap discussions based on frontline quality observations
- →Prepare quality reports and summaries for internal stakeholders and client reviews
- →Communicate quality findings clearly to Support, Implementation, and Account teams
- →Contribute to client-facing quality updates when requested by Customer Success
- →Maintain documentation on quality standards, scoring criteria, and known issues
- →Help build and maintain the quality monitoring playbook and scoring rubrics
- →Document common quality issues and their root causes for team reference
- →Suggest improvements to monitoring tools, dashboards, and workflows
- →Support training efforts by providing call examples and quality guidance to other teams
Requirements
- ✓2 - 5 years in quality assurance, call monitoring, customer experience analysis, or a similar role
- ✓Strong listening skills—you can hear subtle issues in a conversation and articulate why something didn't work
- ✓Analytical mindset: you look for patterns, not just individual problems
- ✓Clear written and verbal communication—you can explain quality issues to both technical and non-technical audiences
- ✓Comfort working with dashboards, call logs, and data to support your observations
- ✓Empathy for both the customer experience and the dealership staff Mia serves
- ✓Self-motivated: you can manage your own call review queue while flagging urgent items appropriately
