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Role Description
This role involves supporting operational excellence across client-facing projects as a Quality Assurance (QA) Assistant Team Manager.
- Execute QA reviews using tools such as Klaus, Zendesk QA, or similar platforms to assess performance across support, moderation, or community teams.
- Deliver clear, constructive, and actionable QA feedback directly to team members and contractors.
- Collaborate with Project Managers to identify coaching opportunities, address recurring QA issues, and reinforce best practices.
- Support the refinement and management of QA rubrics and ensure consistent application of scoring standards.
- Monitor performance trends and escalate concerns that require intervention, retraining, or PM-level planning.
- Serve as a direct point of contact for Mods, Leads, and other staff regarding QA questions, trends, and performance discussions.
- Assist with onboarding and offboarding of employees and contractors, focusing on training expectations and QA alignment.
- Lead shadowing sessions, productivity checks, and performance documentation to support coaching and accountability.
- Help maintain documentation related to QA workflows, SOPs, training materials, and escalation procedures.
- Monitor Slack and other team communication channels to support real-time questions and provide operational guidance.
- Track and analyze QA and performance metrics to support KPI and SLA adherence.
- Support PMs with regular reporting and performance analysis, helping ensure alignment with client standards.
- Contribute to internal meetings and client discussions related to service quality, improvement planning, and training.
Qualifications
- 2+ years experience in a Quality Assurance, Team Lead, or Assistant Project Manager role in a digital operations environment.
- Strong familiarity with QA platforms such as Klaus, Zendesk QA, MaestroQA, or similar.
- Experience working within Zendesk or other ticketing/support systems is highly preferred.
- Proven ability to deliver feedback professionally and motivate team members toward improvement.
- Strong written and verbal communication skills for both internal team coaching and external client updates.
- Highly organized, with exceptional attention to detail and time management capabilities.
- Able to balance consistency in scoring with a flexible, human approach to coaching and improvement.
Company Description
ModSquad has been reinventing the Customer Experience Services industry since 2007. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and many others. We support over 50 languages in more than 90 countries and are primarily a remote company.
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