QA Manager, Customer Experience

Caraway Home is a home goods brand on a mission to craft well-designed, non-toxic essentials. They are seeking a QA Manager to build and scale their Quality Assurance program, focusing on enhancing customer experience and driving continuous improvement across various teams and processes.

Responsibilities:

• Lead and continuously evolve Caraway's Quality Assurance program across our in-house team and BPO partners, building scalable processes that drive exceptional customer experiences
• Manage, coach, and develop our Senior QA Associate, while partnering with our Senior CX Manager to ensure consistent quality standards, effective coaching, and ongoing performance improvement
• Develop and maintain QA frameworks, scorecards, calibration sessions, and feedback loops that drive consistency, accountability, and continuous improvement
• Analyze QA performance, customer feedback, and operational trends to identify root causes, measure customer impact, and deliver actionable recommendations to CX leadership and cross-functional partners
• Partner closely with our Senior QA Enablement Manager to identify coaching opportunities, validate training effectiveness, and ensure our knowledge base, macros, and support content remain accurate, customer-first, and aligned with company policies
• Own quality oversight for AI-powered customer experiences, including chatbots, automations, and AI-assisted responses, continuously improving accuracy, tone, resolution quality, and escalation logic
• Ensure a consistent Caraway experience across all customer touchpoints by auditing interactions across internal teams, BPO partners, marketplaces, and third-party support channels for quality, compliance, and brand voice
• Partner with CX leadership to review and improve customer-facing policies, macros, and workflows, ensuring they scale quality, enable agents, and support operational excellence
• Lead regular quality reporting, business reviews, and calibration sessions, communicating performance trends, customer insights, and improvement opportunities to stakeholders across the organization
• Champion a culture of quality, curiosity, and customer advocacy by using Voice of the Customer insights to proactively identify risks, influence decision-making, and improve the end-to-end customer experience

Requirements:

• 4-6+ years in CX Quality, QA, or CX Operations, including 3+ years leading a QA program
• Experience building a QA function from scratch, not just optimizing an existing one
• Strong analytical skills and hands-on (or fast-learning) experience auditing AI/automation workflows
• Proven ability to influence cross-functionally without authority
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