Customer Experience QA & Content Manager - Fitness Tech – NYC, US

Our client, a leading global Hi-Tech Fitness Start-up Company, has developed a next-generation hardware/AI strength training system designed for personalized, intelligent workouts.

As the Customer Experience QA & Content Manager, you will be the architect of the Quality assurance framework and play a critical role in how customer support operations scaled are conducted. You’ll work closely with BPO partners, internal stakeholders, and product teams to ensure our support interactions are consistent, brand-aligned, successful and deeply customer centric.

This is a unique opportunity to be at the center of a game-changing product launch in home fitness tech.

Job Responsibilities:

• Design & implement QA programs across internal and BPO support teams.
• Build scorecards and quality monitoring tools tailored to each support channel (chat, email, voice, social media etc.).
• Create and execute a scalable implementation plan for QA processes across a multi-site operation to optimize content and workflows.
• Conduct regular calibrations with BPO partners to ensure consistency and quality alignment.
• Generate insights from QA reviews and share actionable feedback with leadership.
• Monitor trends in support interactions and recommend process or product improvements.
• Collaborate with all company stakeholders i.e. training, operations, product teams, etc.
• Leverage AI-powered tools to expand audit coverage, improve scoring accuracy, and optimize team productivity.

Requirements:

• MUST: 3+ years of QA or content management experience in a BPO or outsourcing environment.
• MUST: Proven experience in building QA frameworks, scorecards, and SOPs from the ground up.
• MUST: Proficiency with AI tools and automation platforms to streamline QA processes and boost coverage (e.g., generative AI, auto-QA, GPT-based systems).
• MUST: Deep understanding of customer support KPIs and quality assurance methodologies.
• MUST: Strong project management skills and experience driving initiatives to completion.
• MUST: Excellent communication and presentation abilities.
• Passion for customer experience, continuous improvement, and operational excellence.
• ADVANTAGE: Experience with QA platforms (e.g., MaestroQA, Playvox, Observe.AI)
• ADVANTAGE: Familiarity with CX platforms (e.g., Zendesk, Intercom, Gorgias).