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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service quality assurance, focusing on evaluating and optimizing customer interactions across various channels. Proficient in using Zendesk and AI tools to enhance customer experience and drive quality improvements.
Highest-signal resume keywords
Customer Service Quality AssuranceZendesk ExperienceConversational AI OptimizationQuality ReportingAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance StandardsConversation EvaluationCustomer Experience ImprovementChatbot Journey DesignAI PromptingAutomation WorkflowsKnowledge Base ManagementHelp Center Management
Soft Skills
AnalyticalCuriousSelf-DirectedOwnership
Tools & Technologies
ZendeskConversational AI PlatformsAI-Powered Tools
Certifications & Qualifications
Zendesk Administrator Certification
Industry Keywords
Customer ExperienceQuality ProgramsOutsourced Customer SupportService Quality Improvements
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- At least two years of experience in customer service quality assurance, conversation evaluation, or a closely related Customer Experience quality role
- Hands-on experience with Zendesk
- Comfortable using customer service technology to review conversations, evaluate performance, and identify opportunities for improvement
- Comfortable working with AI tools
- Analytical, curious, and self-directed
- Ability to take ownership of work, identify what needs attention, and move improvements forward without constant direction
- Zendesk Administrator certification or advanced Zendesk experience (bonus)
- Experience with conversational AI platforms such as NiCE, Ada, or similar tools (bonus)
- Experience designing, testing, or optimizing chatbot journeys (bonus)
- Familiarity with AI prompting, conversational design, or automation workflows (bonus)
- Experience managing knowledge bases, help centers, or customer self-service resources (bonus)
- Experience supporting quality programs involving outsourced customer support teams (bonus)
Benefits
Comp & perks- Remote flexibility
- Initial on-site training in Syracuse, Indiana
- Occasional travel for collaboration, at least quarterly and more frequently as needed