Quality Assurance Lead

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

About the Team

Over the past few years, development of LLMs has evolved at a rapid pace. It’s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require guidance and input throughout the development lifecycle.

The Agent Product Management team drives this journey as Decagon’s in-house experts on building, deploying, and scaling AI agents. Agent PMs work directly with customers to bring their AI agents to life, and then grow each Agent into a core part of each company’s businesses. The QA team partners with our Agent PMs and customers to define the future of customer service agent evaluation for both Decagon and the world’s most influential businesses.

About the Role

We are seeking an experienced Quality Assurance (QA) Lead to establish and scale our QA function for AI-powered customer service agents. In the near term, this role will be hands-on—reviewing conversations between our AI agents and real customers, documenting issues, and delivering clear, actionable feedback. Over time, the QA Lead will define best practices, implement scalable processes, and build a sustainable QA framework and team to ensure long-term quality and consistency.

In this role, you will

• Review conversations (voice transcripts and chat interactions) to ensure quality, empathy, and process adherence
• Make outbound QA calls to evaluate live agent performance and identify improvement opportunities
• Collaborate with agent product teams to validate findings, test fixes, and recommend improvements
• Maintain and refine a backlog of outstanding QA tasks and issues
• Establish, document, and maintain QA best practices, templates, and rubrics for consistent evaluation
• Define and track QA performance metrics to measure progress over time
• Build and eventually lead a team to scale QA capacity as the business grows

Your background looks something like this

• Proven QA experience
• Demonstrated ability to both execute QA directly and design scalable QA processes
• Strong attention to detail and a high bar for quality
• Excellent written communication skills, with the ability to deliver pointed, actionable feedback
• Ability to work independently in a fast-paced, distributed team environment
• Comfortable working across multiple time zones, with primary availability during US Pacific time business hours

Even better

• Familiarity with customer service products, AI agents, or conversational platforms
• Knowledge of AI conversation quality metrics and evaluation frameworks
• Experience leading QA for enterprise-grade AI agents, customer service software, or customer support operations
• Experience growing and managing a QA team

Benefits:

• Medical, dental, and vision benefits
• Take what you need vacation policy
• Daily lunches, dinners and snacks in the office to keep you at your best