Quality Assurance Lead, Customer Service

About RYZE: At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mind—helping people everywhere unlock their highest potential. We’re a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together. The Role: We’re seeking motivated and detail-oriented QA Leads to oversee and enhance quality assurance processes within our Customer Service organization. In this role, you will lead a team of QA Specialists, evaluate customer interactions across all channels, and provide actionable feedback that improves both team performance and the customer experience. Your leadership and analytical mindset will drive continuous improvement, uphold service standards, and foster a customer-centric culture that reflects RYZE’s core values of empathy, consistency, and excellence. What You’ll Do Lead, coach, and mentor a team of QA Specialists, ensuring consistency, development, and engagement. Oversee the monitoring, evaluation, and analysis of customer service interactions (calls, emails, chat, SMS, and social media) to ensure adherence to quality standards and internal policies. Develop and maintain QA frameworks, scorecards, and performance metrics that align with department and company goals. Collaborate with Customer Service leadership to identify training needs and create coaching programs that improve team skills and overall service quality. Conduct calibration sessions to align QA evaluation criteria and maintain scoring consistency across all QA reviewers. Analyze trends and insights from QA evaluations to identify performance gaps, customer pain points, and improvement opportunities. Prepare and present detailed QA reports summarizing key findings, trends, and recommended strategies for continuous improvement. Partner with cross-functional teams (Operations, Training, and CX) to refine workflows, scripts, and customer policies for consistency and clarity. Stay current with QA best practices, tools, and technologies to enhance the efficiency and accuracy of quality programs. Handle escalated quality concerns and provide coaching or solutions to ensure customer satisfaction and service recovery. Meet or exceed weekly QA audit targets and maintain timely reporting deliverables. (Other related duties may be assigned. What We’re Looking For Successfully completed RYZE’s 90-day probationary period (internal candidates). Proven experience as a QA Specialist or QA Lead within a Customer Service or Contact Center environment. Strong understanding of QA methodologies, frameworks, and performance evaluation best practices. Exceptional analytical skills to interpret performance data and translate findings into actionable insights. Excellent written and verbal communication skills, particularly for providing constructive feedback and presenting reports. Proficiency with Customer Service and QA tools such as Zendesk, Loris, or similar platforms. Demonstrated ability to collaborate effectively across departments and manage multiple priorities in a fast-paced environment. High attention to detail, strong organization, and a commitment to consistency and fairness in evaluation processes. A passion for improving customer experiences and upholding RYZE’s service excellence standards. What We Offer: We are a fully remote, global company with a mission to help people feel better every day through the power of superfoods. We are looking for passionate individuals to help us grow our impact and community through a better-for-you daily ritual that supports whole body health.