QA Manager, Customer Experience

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $95k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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Caraway Home

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🛒 Retail

🛍️ eCommerce

💰 $35M Series A on 2022-09

Retail • eCommerce

Caraway Home is a company specializing in high-quality kitchenware and cooking essentials. Known for their non-toxic, ceramic-coated cookware, Caraway combines thoughtful design with functionality to offer aesthetically pleasing and safe cooking solutions. Their product range includes cookware sets, bakeware, food storage options, and an array of kitchen accessories, all designed to make cooking easier and more enjoyable. Caraway is committed to providing kitchenware that is free from harmful chemicals, ensuring a healthier cooking experience. The company also emphasizes convenience with easy-to-use storage solutions and customer-friendly purchase policies.

📋 Description

• 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 • Nice to haves: Agent Assist, Siena and Kustomer

🏖️ Benefits

• Equity : We believe in our product and that the sky's the limit for where our business is going. You are an asset to Caraway’s success and we think you should be rewarded for it. • 401k : A 3% company match to help you plan for for your future • Benefits : Comprehensive medical, dental + vision coverage options with generous employer contributions + access to FSA/HSA/Dependent Care FSA’s • Parental Leave : Up to 12 weeks of fully paid parental leave, depending on tenure, and access to additional fertility care services via KindBody • A Setup that works for you : From MacBook to PC, we’ve got you covered. Let us know what you prefer and we’ll get your at-home set up stocked! • Elevate your Workspace : Annual reimbursements for you to elevate your workspace, from standing desks to desktop succulents, you got it! • Fully Remote : Need to pick up the kids? No problem. Have a doctor’s appointment? Enjoy! Flexibility when you need it most. • Coworking Reimbursement : Need a break from the home setting? Monthly reimbursements for you to get out of the house and work from anywhere. • Events + Swag : Connection is top of mind (Yes, even in our completely remote environment). We have monthly virtual events, company wide offsites, and many opportunities for new Caraway swag! • Leveling Up with Caraway : In addition to exciting opportunities and exposure in your day-to-day work, we offer annual reimbursements to full-time employees to support their professional development aspirations! • #AwayFromCaraway : We believe healthy, happy humans do better work. We offer unlimited PTO in addition to our 11+ paid annual holidays and quarterly wellness days. • Wellness Reimbursement : Monthly reimbursements for you to stay well. From meal services to gym memberships to monthly massages, we want our team to have the flexibility to choose what wellness means for them. • Employee Discount: We provide an employee discount on all Caraway Home products so you can continue to level up your kitchen and home life, too! • Home Upgrade(s) : Complimentary product as a new hire + continuous to expand your Caraway Home collection.