[Hiring] Quality Assurance Specialist @Porch Group

Role Description

The future is bright for the Porch Group, and we'd love for you to be a part of it as our Quality Assurance Specialist. As a Quality Assurance Specialist, you will be responsible for evaluating customer interactions and providing coaching feedback that helps team members deliver a consistent and exceptional homeowner experience. This role serves as a key partner to frontline managers by identifying individual performance opportunities and supporting the successful execution of sales and service initiatives. This role leverages AI-powered quality and conversation intelligence tools, including Level AI, to evaluate customer interactions, identify coaching opportunities, and improve agent performance. Success in this role is measured through quality scores, improvements in agent metrics, coaching effectiveness, customer experience outcomes, and support of overall team performance goals.

What You Will Do As A Quality Assurance Specialist

• Conduct quality assurance evaluations of customer interactions to assess adherence to company standards, sales processes, and customer experience expectations.
• Deliver timely and actionable feedback to team members to reinforce strengths and improve performance.
• Partner with managers to identify coaching opportunities and support performance improvement plans.
• Track audit results and document quality observations accurately and consistently.
• Participate in team calibrations and training sessions to maintain scoring consistency.
• Support implementation of new processes, tools, and initiatives through quality monitoring and feedback.
• Assist in reporting quality performance metrics and identifying individual coaching needs.
• Provide insights regarding customer experience concerns and recurring agent behaviors.
• Assist with service level support as needed through customer interaction activities, which will consist of helping with phone coverage when needed.
• Utilize Level AI and other quality intelligence platforms to review customer interactions, identify performance opportunities, and validate audit findings.
• Leverage AI-generated insights to improve coaching effectiveness and highlight opportunities to enhance customer experience.
• Review automated quality scoring and conversation intelligence outputs to ensure accuracy and consistency with established QA standards.
• Identify customer experience and sales trends surfaced through AI-enabled reporting and escalate findings to leadership when appropriate.
• Maintain proficiency in AI tools and adopt new capabilities that improve quality monitoring efficiency and effectiveness.

Qualifications

• 1+ year of quality assurance, coaching, customer service, or sales experience.
• Strong written and verbal communication skills.
• Ability to provide constructive coaching and feedback.
• Strong attention to detail and organizational skills.
• Experience working in a sales or customer service call center environment.
• Proficiency in Microsoft Excel and other reporting tools.
• Ability to adapt to changing priorities and business needs.
• Passion for employee development and customer experience excellence.
• Experience working with AI-powered quality monitoring, conversation intelligence, or contact center analytics tools preferred.
• Ability to interpret AI-generated insights and apply sound judgment when evaluating customer interactions.
• Comfortable leveraging technology and automation to improve productivity and quality outcomes.
• Proven experience working with US based business teams.
• Excellent written and communication skills in English language.

Requirements

• This role requires full and ongoing overlap with Porch's U.S. Eastern Time business hours (7:30 PM IST – 3:30 AM IST).
• A Night Shift Allowance is applicable for this position in line with company policy.
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload.

Benefits

• Pay Range: 600,000 – 840,000 INR annually.
• Comprehensive coverage for your health, life, and financial well-being.
• Benefits include medical insurance, accident insurance, and retiral benefits.
• Wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.