Job Description

About the Role

The Quality Assurance & Training Specialist, Porting is responsible for designing, delivering, and continuously improving training and quality assurance programs for Porting support operations. This role supports both internal team members and BPO partners, ensuring consistent, high-quality customer interactions and operational accuracy.This position combines training development, performance evaluation, and data-driven coaching to strengthen representative effectiveness and improve customer outcomes.

Training & Enablement

• Design, develop, and maintain Porting training programs aligned with product functionality, carrier workflows, and operational standards
• Partner with Training & QA stakeholders to define and evolve the porting-specific curriculum, ensuring new hires ramp quickly on carrier processes, LOA requirements, and internal tools
• Deliver onboarding and ongoing training sessions for new and tenured Porting representatives
• Collaborate on onboarding certification design, defining readiness criteria and key milestones for handling live porting requests independently
• Create and manage enablement resources, including WorkRamp courses and Notion documentation
• Partner with subject matter experts to ensure training content reflects current product features, processes, and branding
• Share frontline insights (e.g., carrier quirks, rejection trends, policy updates) to keep training content current and practical
• Review and contribute to external-facing knowledge base content to ensure alignment with internal guidance

Quality Assurance & Performance Improvement

• Conduct weekly manual QA evaluations in Zendesk AutoQA (target: 4 evaluations per representative per week)
• Provide ongoing input into QA scoring criteria and participate in calibration sessions to ensure standards reflect current carrier expectations, regulatory requirements, and customer experience goals
• Analyze QA results and audit trends to identify performance gaps, root causes, and systemic knowledge issues
• Translate QA insights into actionable recommendations for team leads, managers, and training initiatives
• Partner with Training to develop targeted coaching materials, refresher modules, and updated reference guides based on QA findings
• Support performance improvement through 1:1 coaching sessions, small group facilitation, and team-level trainings in partnership with CX leadership

Insights & Program Optimization

• Monitor quality and training effectiveness using QA data and performance metrics
• Identify gaps in knowledge, process, or tooling and recommend scalable solutions
• Continuously refine QA scorecards, training materials, and coaching approaches to improve outcomes
• Advocate for appropriate QA coverage and resources as the Porting function scales, ensuring evaluation capacity keeps pace with volume growth

About You

• Experience in customer support quality assurance, training, or enablement
• Strong analytical skills with the ability to interpret data and translate insights into action
• Excellent written and verbal communication skills, including facilitation and coaching
• Ability to manage competing priorities across QA, training development, and delivery
• Experience working with tools such as Zendesk, AutoQA, LMS platforms (e.g., WorkRamp), and knowledge management systems (e.g., Notion)

Compensation

The total on-target-earnings for this position range from $86,000-$101,000, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the USA.
The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.