Quality & Customer Experience Specialist

About the role

Join Plaud Inc. as a Quality & Customer Experience Specialist to ensure the highest standards of support across multiple channels. You will analyze tickets, evaluate agent performance, and drive continuous improvements that enhance the overall customer experience.

Key responsibilities

• Conduct multi‑channel quality audits of support tickets (chat, email, messaging, Amazon).
• Evaluate agent performance on accuracy, compliance, problem‑solving efficacy, and customer experience.
• Identify root causes and categorize issues as agent errors, upstream bottlenecks, or systemic constraints.
• Recommend updates to SOPs, training materials, and workflows based on recurring pain points.
• Collaborate with CS team leads, BPO management, and Ops/Product teams to close the quality loop.

Required profile

• Proven experience in customer support QA, quality management, or support operations.
• Outcome‑oriented mindset able to distinguish execution failures from design flaws.
• Familiarity with at least one support domain (technical support, logistics/after‑sales, or platform‑specific support such as Amazon compliance).
• Fluent English with a strong understanding of Western user communication nuances.

Required skills

What we offer

• Opportunity to shape next‑generation human‑AI interaction.
• Exposure to cutting‑edge AI tools and global expansion projects.
• Collaborative environment with passionate teammates.
• Competitive compensation and a vibrant, creativity‑fueled workplace.