POLYWOOD®

QA Engineer

• Evaluate customer conversations across phone, email, chat, and AI-powered channels for quality, consistency, and customer experience
• Develop and maintain quality assurance standards and scorecards
• Independently review customer interactions and identify service-quality improvements
• Oversee quality reporting across internal teams and outsourced customer support partners
• Partner with outsourced providers to calibrate quality standards and ensure consistent evaluations
• Build, test, and optimize conversational AI experiences, including chatbots and automated customer journeys
• Use Zendesk and related tools to analyze interactions, identify trends, and improve workflows
• Evaluate AI-generated responses for accuracy, usefulness, tone, and overall customer experience
• Identify recurring customer challenges and recommend changes addressing underlying issues
• Collaborate with Customer Experience leadership, Operations, and Technology teams
• Track quality-initiative results and communicate progress, findings, and recommendations
• Report directly to the Head of Customer Experience

Explore Quality Assurance, AI Optimization Analyst – Customer Experience at POLYWOOD®. Review requirements and application details.