Quality Assurance Specialist

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance
3) to protect the whole home

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.
Job Title: Quality Assurance Specialist
Location: India
Workplace Type: Remote

Job Summary

The future is bright for the Porch Group , and we'd love for you to be a part of it as our Quality Assurance Specialist .

As a Quality Assurance Specialist , you will be responsible for evaluating customer interactions and providing coaching feedback that helps team members deliver a consistent and exceptional homeowner experience. This role serves as a key partner to frontline managers by identifying individual performance opportunities and supporting the successful execution of sales and service initiatives. This role leverages AI-powered quality and conversation intelligence tools, including Level AI, to evaluate customer interactions, identify coaching opportunities, and improve agent performance. The QA Specialist is expected to incorporate AI-generated insights into daily auditing, feedback delivery, and quality monitoring activities. Success in this role is measured through quality scores, improvements in agent metrics, coaching effectiveness, customer experience outcomes, and support of overall team performance goals.
What You Will Do As A Quality Assurance Specialist

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Conduct quality assurance evaluations of customer interactions to assess adherence to company standards, sales processes, and customer experience expectations.

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Deliver timely and actionable feedback to team members to reinforce strengths and improve performance.

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Partner with managers to identify coaching opportunities and support performance improvement plans.

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Track audit results and document quality observations accurately and consistently.

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Participate in team calibrations and training sessions to maintain scoring consistency.

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Support implementation of new processes, tools, and initiatives through quality monitoring and feedback.

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Assist in reporting quality performance metrics and identifying individual coaching needs.

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Provide insights regarding customer experience concerns and recurring agent behaviors.

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Assist with service level support as needed through customer interaction activities, which will consist of helping with phone coverage when needed.

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Utilize Level AI and other quality intelligence platforms to review customer interactions, identify performance opportunities, and validate audit findings.

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Leverage AI-generated insights to improve coaching effectiveness and highlight opportunities to enhance customer experience.

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Review automated quality scoring and conversation intelligence outputs to ensure accuracy and consistency with established QA standards.

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Identify customer experience and sales trends surfaced through AI-enabled reporting and escalate findings to leadership when appropriate.

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Maintain proficiency in AI tools and adopt new capabilities that improve quality monitoring efficiency and effectiveness.

What You Will Bring As A Quality Assurance Specialist

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1+ year of quality assurance, coaching, customer service, or sales experience.

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