QA Specialist-Customer Support Full Time

About This Opportunity

Owner.com is hiring a QA Specialist-Customer Support to help maintain and improve the quality of customer interactions across its support organization.

In this role, you’ll evaluate customer conversations across phone, email, chat, and SMS to ensure support agents meet quality standards and deliver a consistent, high-quality customer experience.

You’ll work closely with Support Team Leads and the Support Director to calibrate scoring, identify coaching opportunities, and surface trends that improve both agent performance and customer satisfaction.

This is a remote, quality-focused role where you’ll help define and scale how support excellence is measured across a fast-growing global support team.

Company: Owner.com
Accepting Applicants From: Remote, from Colombia, Costa Rica, Mexico
View the full job description and apply directly with Owner.com

Please apply if you genuinely think you meet the requirements.

Responsibilities

• Evaluate a set volume of customer interactions (calls, emails, SMS) using QA scorecards and provide clear, actionable feedback
• Identify performance trends across agents, queues, and interaction types
• Work with team leads to align on scoring standards through regular calibration sessions
• Support coaching efforts by linking QA insights to agent development plans
• Analyze CSAT feedback and QA data to identify root causes of customer dissatisfaction
• Surface systemic issues such as process gaps, policy issues, or knowledge gaps
• Contribute to QA rubric updates as processes, products, and customer needs evolve
• Support reporting on QA findings for leadership visibility
• Assist in improving QA processes and adoption of AI-assisted QA tools

Requirements

• 2+ years in customer support or contact center roles
• At least 1 year experience in QA, coaching, or team lead responsibilities
• Strong written communication skills with clear, structured feedback writing
• Experience working in high-volume support environments (especially phone support)
• Ability to interpret dashboards and customer data to identify trends
• Familiarity with tools like Salesforce, Intercom, or similar CRM/ticketing systems
• Strong attention to detail and consistency in evaluation work
• Comfort giving constructive feedback and supporting agent development
• English proficiency required; Spanish is a plus for LATAM teams
• Experience with QA tools (e.g. MaestroQA, CallMiner, Level AI) is a plus

What You Get

• Remote-first role (LATAM-friendly)
• Competitive USD-based salary (~$30,000/year equivalent)
• Health coverage
• Unlimited PTO
• Home office/WFH stipend
• Fast-growing startup environment with strong career development exposure

Tagged as: QA, QA Specialist-Customer Support