Subject Matter Expert QA

We're looking for teammates ready to take the next step as a Quality Assurance Subject Matter Expert (QA SME). In this role, you'll act as a peer leader and quality resource by supporting complex audit scenarios, helping resolve scoring questions, guiding teammates through QA workflows, and escalating quality-related issues appropriately.
You will champion best practices that improve audit accuracy, feedback quality, and customer outcomes. You will support calibration alignment, identify knowledge or process gaps, and help preserve operational integrity across supported Customer Experience lines of business. Your work will directly contribute to stronger evaluations, more consistent coaching, improved teammate performance, and support interactions that deliver better, more empathetic resolutions for customers.
You will report to the Quality Supervisor or QA leadership team within the CXI organisation.
Requirements:
You have strong performance metrics.
You demonstrate excellent tool proficiency, workflow knowledge, and understanding of QA standards within Customer Experience.
You have strong attention to detail and can evaluate quality scenarios with accuracy, fairness, empathy, and consistency.
You are comfortable supporting teammates through complex audit questions, scoring scenarios, customer-impacting workflows, and process clarifications.
You approach challenges with a proactive, analytical, and collaborative mindset.
You are able to identify trends, connect insights to root causes, and recommend practical improvements that strengthen customer outcomes.
You communicate clearly and professionally, both verbally and in writing.
You manage time effectively and can support multiple priorities while maintaining quality and accuracy.
You understand the importance of empathy, resolution quality, and policy adherence in delivering a strong customer experience.
You have no disciplinary actions or unjustified absences in the past 6 months.
You received a Meets Expectations or higher in your most recent performance cycle.
You demonstrate ownership, professionalism, and a commitment to being 1% better every day.
You bring a One Team, One Fight mentality and help create a supportive, solutions-oriented, Customer-First QA culture.

Experience
4-7 yrs