Chattanooga, TN30+ days ago
EXPERIENCE & QUALIFICATIONS 3+ years in a CX, contact center, or support operations role or learning and development role Demonstrated QA experience; youve evaluated interactions, built scorecards, and delivered feedback to agents or leads Experience writing SOPs, process documentation, or operational guides that people actually use Strong written communication; your documentation is clear, not just thorough Comfort with compliance concepts in a customer-facing context (PCI, phone order handling, data handling best practices) Proficiency in Google Slides, PowerPoint, or equivalent; you can build a polished deck, not just fill in a template Experience creating training content: slide decks, written guides, recorded walkthroughs, or structured modules Ability to work cross-functionally with Team Leads and report upward to the VP of CX Bonus Points For: Teaching, instructional design, or L&D background QA lead or QA analyst title in a previous role Experience in an e-commerce, DTC, or high-volume support environment Familiarity with Gorgias or similar CX helpdesk platforms Video editing experience and comfort in producing polished training videos HOW THIS ROLE FITS THE TEAM This is an individual contributor role, with the potential to manage a larger QA team as we grow. Benefits Healthcare coverage that includes medical, dental, and vision plans Health Savings Account eligibility Short-term disability plan is available after the 30-day waiting period Free 24/7 access to TextCare for medical support Retirement plan with employer match, available after six months for employees age 21 or older Paid parental leave * Paid time off, accrued bi-weekly.