AI Quality Assurance Coordinator

The AI Quality Assurance Coordinator plays a key role in evaluating and improving our chatbot, voice AI, and co-pilot initiatives to deliver exceptional automated customer experiences while maintaining compliance and quality standards. This role involves leading the quality review process for AI-driven customer service solutions, developing and implementing quality standards, overseeing BPO QA teams, and driving continuous improvement in AI-powered customer service platforms. Responsibilities include creating quality rubrics, training staff, managing BPO QA team productivity, and overseeing performance reporting to ensure high standards and compliance.

Must Have

• 3+ years of experience in Quality Assurance or Quality Management
• 2+ years of experience managing teams or coordinating with offshore partners
• Demonstrated experience with AI-powered customer service solutions
• Strong understanding of quality management methodologies and best practices
• Experience developing quality rubrics and assessment criteria
• Excellent analytical and problem-solving skills
• Strong project management and organizational abilities
• Outstanding written and verbal communication skills
• Experience with data analysis and reporting tools
• Ability to develop and maintain quality review frameworks for AI initiatives
• Ability to oversee and manage partner QA team productivity
• Ability to develop and deliver training programs for quality reviewers

Good to Have

• Bachelor's degree in Business, Analytics, or related field
• Experience with machine learning or AI technologies
• Knowledge of contact center operations and customer service best practices
• Background in customer experience optimization
• Certification in quality management (COPC, ASQ, CQIA, etc.)
• Experience with agile methodologies
• Knowledge of regulatory requirements in financial services

Perks & Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning

The Role

The AI Quality Assurance Coordinator plays a key role in bringing that mission to life for our customers. The Quality Management (QM) team plays a crucial role in evaluating and improving our chatbot, voice AI, and co-pilot initiatives to deliver exceptional automated customer experiences while maintaining compliance and quality standards.

We are looking for a Quality Management Coordinator within AI Engagements to lead the quality review process for our AI-driven customer service solutions. In this role, you'll interface with support product teams and machine learning engineers to develop and implement quality standards for automated customer interactions. You'll oversee the performance of BPO QA teams, establish review methodologies, and drive continuous improvement in our AI-powered customer service platforms.

You will be responsible for developing comprehensive quality rubrics, training staff, manage BPO QA team productivity and accuracy, and overseeing performance reporting. Your role will be crucial in ensuring our AI solutions maintain high standards of customer service while meeting compliance requirements.

You Will

• Develop and maintain quality review frameworks for chatbot, voice AI, and co-pilot initiatives
• Create and update quality assessment rubrics aligned with both customer experience goals and technical requirements
• Establish quality benchmarks and KPIs for AI-powered customer interactions
• Design and implement quality monitoring workflows for automated customer service channels
• Partner with Support Product and Machine Learning teams to align quality standards with AI capabilities
• Oversee and manage the productivity of partner QA team executing reviews
• Develop and deliver training programs for quality reviewers
• Conduct regular calibration sessions to ensure consistency in quality assessments
• Build and maintain strong relationships with offshore QA partners
• Generate regular reports on quality metrics and trends
• Create and maintain documentation for quality review procedures
• Prioritize and manage multiple projects

You Have

• 3+ years of experience in Quality Assurance or Quality Management
• 2+ years of experience managing teams or coordinating with offshore partners
• Demonstrated experience with AI-powered customer service solutions
• Strong understanding of quality management methodologies and best practices
• Experience developing quality rubrics and assessment criteria
• Excellent analytical and problem-solving skills
• Strong project management and organizational abilities
• Outstanding written and verbal communication skills
• Experience with data analysis and reporting tools

Even Better:

• Bachelor's degree in Business, Analytics, or related field
• Experience with machine learning or AI technologies
• Knowledge of contact center operations and customer service best practices
• Background in customer experience optimization
• Certification in quality management (COPC, ASQ, CQIA, etc.)
• Experience with agile methodologies
• Knowledge of regulatory requirements in financial services

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

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While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this resource

. If a location of interest is not listed, please speak with a recruiter for additional information.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Contact us at privacy@block.xyz

with hiring practice or data usage questions.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

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