Description:

Lead the QA standards for Customer Experience across HarZa Group's brands.
Rebuild the quality rubric to ensure it accurately reflects customer interactions and drives business decisions.

Requirements:

4+ years in quality assurance, CX compliance, or CS supervision, with 2+ years in a leadership role.
Proven experience in building or rebuilding QA rubrics and gaining leadership approval.
Hands-on experience in evaluating voice and written interactions, with phone call auditing as a requirement.
Familiarity with direct-to-consumer or e-commerce, ideally in subscriptions and retention.
Experience with helpdesk and telephony platforms at a configuration level.
Strong analytical skills and proficiency in written English for clear communication.
Ability to make high-impact decisions with thorough problem analysis and recommendations.

Fully remote, international contractor position with ownership over quality standards.
Wellness stipend and performance bonus structure.
Paid time off, sick leave, and parental leave.

Benefits