QA Manager, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take the lead in evolving Caraway's Quality Assurance program across both our internal team and BPO partners, establishing scalable processes that enhance customer experiences.

• Oversee, mentor, and develop our Senior QA Associate while collaborating with our Senior CX Manager to maintain consistent quality standards, effective coaching, and ongoing performance enhancement.

• Create and sustain QA frameworks, scorecards, calibration sessions, and feedback mechanisms that promote consistency, accountability, and continuous improvement.

• Evaluate QA performance, customer feedback, and operational trends to uncover root causes, assess customer impact, and provide actionable recommendations to CX leadership and cross-functional teams.

• Work closely with our Senior QA Enablement Manager to pinpoint coaching opportunities, validate training effectiveness, and ensure our knowledge base, macros, and support content are accurate, customer-focused, and compliant with company policies.

• Oversee quality assurance for AI-driven customer experiences, including chatbots, automations, and AI-assisted responses, continuously refining accuracy, tone, resolution quality, and escalation procedures.

• Conduct audits of interactions across internal teams, BPO partners, marketplaces, and third-party support channels to guarantee a consistent Caraway experience through quality, compliance, and brand voice assessments.

• Collaborate with CX leadership to review and refine customer-facing policies, macros, and workflows, ensuring they uphold quality, empower agents, and enhance operational excellence.

• Lead routine quality reporting, business reviews, and calibration sessions, conveying performance trends, customer insights, and improvement opportunities to stakeholders across the organization.

• Foster a culture of quality, curiosity, and customer advocacy by leveraging Voice of the Customer insights to proactively identify risks, influence decision-making, and enhance the overall customer experience.

⛳️ Requirements

• 4-6+ years in CX Quality, QA, or CX Operations, with at least 3 years in a leadership role within a QA program.

• Experience in building a QA function from the ground up, rather than just optimizing an existing system.

• Strong analytical abilities and practical experience (or rapid learning) in auditing AI/automation workflows.

• Proven capacity to influence cross-functionally without direct authority.

• Preferred qualifications: Experience with Agent Assist, Siena, and Kustomer.

🏝️ Benefits

• Equity: We have faith in our product and the limitless potential of our business. Your contributions to Caraway's success deserve to be recognized and rewarded.

• 401k: A 3% company match to assist you in planning for your future.

• Benefits: Comprehensive medical, dental, and vision coverage options with generous employer contributions, along with access to FSA/HSA/Dependent Care FSAs.

• Parental Leave: Up to 12 weeks of fully paid parental leave, based on tenure, and access to additional fertility care services through KindBody.

• Customized Setup: Whether you prefer a MacBook or a PC, we’ll provide you with the tools you need to create a comfortable at-home workspace!

• Workspace Enhancement: Annual reimbursements to help you improve your workspace, whether it’s a standing desk or desktop succulents.

• Fully Remote: Flexibility to manage your schedule—whether you need to pick up the kids or attend a doctor’s appointment, we understand.

• Coworking Reimbursement: Monthly reimbursements to help you escape the home office and work from anywhere.

• Events + Swag: We prioritize connection, even in a fully remote setup. Join our monthly virtual events, company-wide offsites, and seize opportunities to snag new Caraway swag!

• Professional Growth at Caraway: Beyond exciting daily opportunities, we offer annual reimbursements for full-time employees to further their professional development goals.

• #AwayFromCaraway: Recognizing that healthy, happy individuals perform better, we provide unlimited PTO in addition to 11+ paid holidays and quarterly wellness days.

• Wellness Reimbursement: Monthly reimbursements to support your well-being, whether it’s for meal services, gym memberships, or monthly massages, we want you to define wellness on your terms.

• Employee Discount: Enjoy a discount on all Caraway Home products to enhance your kitchen and home life.

• Home Upgrade(s): Complimentary products as a new hire and ongoing opportunities to expand your Caraway Home collection.