[Hiring] Quality Assurance Specialist @Hyprwork

Role Description

The Quality Assurance Specialist is the standard-setter for how the CX team communicates with customers. You will audit support tickets and call recordings across email, phone, and chat, score agent performance against established rubrics, deliver actionable feedback, and work with team leads to elevate the overall support experience. This is not a passive monitoring role. You are the person who ensures that every customer interaction meets the quality, accuracy, and empathy standards that the brand demands.

• Audit a daily quota of interactions across all CS and Sales teams, scoring for accuracy, tone, empathy, and policy compliance.
• Deliver weekly feedback reports to agents and team leads.
• Flag critical violations for immediate review.
• Maintain QA scorecards that track trends over time.
• Participate in calibration sessions to ensure scoring consistency.
• Identify systemic issues and surface them to management with specific recommendations.

Qualifications

• 2+ years of experience in a QA, compliance, or CS supervision role.
• Strong analytical skills: ability to spot patterns in qualitative data and quantify quality trends.
• Excellent written English for delivering clear, constructive feedback.
• High attention to detail and the ability to stay objective when scoring.
• Understanding of DTC business models, subscription management, and customer lifecycle.
• Experience evaluating both voice and written interactions.
• Familiarity with helpdesk and telephony platforms is a plus.

Requirements

• Strong analytical skills.
• Excellent written communication skills.
• Attention to detail.
• Understanding of DTC business models.
• Experience in evaluating interactions.

Benefits

• A fully remote position based in Latin America with real ownership over customer experience quality standards.
• Competitive compensation, clear KPIs, and direct influence on how the CX team performs.
• A culture that values quality, accountability, and continuous improvement.
• Flexible time off.
• Work From Home.
• Training & Development.
• Performance Bonus & monthly commissions.