Quality Assurance Specialist, Customer Experience

About UsHyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue. The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do.

The RoleThe Quality Assurance Specialist is the standard-setter for how the CX team communicates with customers. You will audit support tickets and call recordings across email, phone, and chat, score agent performance against established rubrics, deliver actionable feedback, and work with team leads to elevate the overall support experience. This is not a passive monitoring role. You are the person who ensures that every customer interaction meets the quality, accuracy, and empathy standards that the brand demands. You will audit a daily quota of interactions across all CS and Sales teams, scoring for accuracy, tone, empathy, and policy compliance. You will deliver weekly feedback reports to agents and team leads, flag critical violations for immediate review, maintain QA scorecards that track trends over time, and participate in calibration sessions to ensure scoring consistency. When you identify systemic issues such as script gaps, unclear policies, or recurring errors, you surface them to management with specific recommendations.

What You Will Own Auditing and Scoring Auditing a daily quota of email tickets, phone call recordings, and live chats across all CS and Sales teams. Scoring interactions using established QA rubrics covering accuracy, tone, empathy, policy compliance, and resolution completeness. Maintaining objectivity and consistency across all evaluations, regardless of agent or team.

Feedback and Coaching Support Delivering written feedback reports to agents and team leads on a weekly basis, with specific, actionable observations. Flagging critical violations (incorrect refunds, unauthorized offers, compliance issues) for immediate review. Collaborating with team leads to create targeted coaching plans based on QA findings. Supporting new hire evaluations during probationary periods.

Standards and Continuous Improvement Maintaining QA scorecards and tracking quality trends across teams over time. Updating QA rubrics and evaluation criteria as policies, products, or processes change. Participating in calibration sessions to ensure scoring consistency across evaluators. Identifying systemic issues (script gaps, unclear policies, recurring agent errors) and surfacing them to management with data and recommendations.