CX QA & Content Manager jobs in United States
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amp · 5 months ago

CX QA & Content Manager

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level
date3+ years exp

Amp is a company focused on enhancing customer experience through quality assurance in support operations. The CX QA & Content Manager will architect the quality assurance framework and collaborate with various stakeholders to ensure customer support interactions are effective and aligned with brand standards.

AppsArtificial Intelligence (AI)FitnessPersonal HealthSoftware

Responsibilities

Design & implement QA programs across internal and BPO support teams
Build scorecards and quality monitoring tools tailored to each support channel (chat, email, voice, social media etc..)
Create and execute a scalable implementation plan for QA processes across a multi-site operation
Leverage AI-powered tools to expand audit coverage, improve scoring accuracy, and optimize team productivity
Collaborate with all company stakeholders i.e. training, operations, product teams, etc… to optimize content and workflows
Conduct regular calibrations with BPO partners to ensure consistency and quality alignment
Generate insights from QA reviews and share actionable feedback with leadership
Monitor trends in support interactions and recommend process or product improvements

Qualification

QA framework developmentAI tools proficiencyCustomer support KPIsQA platforms experienceProject managementPassion for customer experienceContinuous improvementOperational excellenceCX platforms familiarityCommunication

Required

3+ years of QA or content management experience in a BPO or outsourcing environment
Proven experience in building QA frameworks, scorecards, and SOPs from the ground up
Proficiency with AI tools and automation platforms to streamline QA processes and boost coverage (e.g., generative AI, auto-QA, GPT-based systems)
Deep understanding of customer support KPIs and quality assurance methodologies
Strong project management skills and experience driving initiatives to completion
Excellent communication and presentation abilities
Passion for customer experience, continuous improvement, and operational excellence

Preferred

Experience with QA platforms (e.g., MaestroQA, Playvox, Observe.AI) is a big plus
Familiarity with CX platforms (e.g., Zendesk, Intercom, Gorgias)

Company

amp

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Glassdoor3.2
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AMP is a fitness company that develops a fitness device and app to track and perform personalized strength training.
dateFounded in 2020
location
New York, New York, USA
people-size51-200 employees
web-link
https://www.ampfit.com/

Funding

Current Stage
Growth Stage
Company data provided by crunchbase