Quo

Role Description We're looking for a Director of Fraud & Compliance Operations to own the strategic vision and operational execution for the full lifecycle of fraud prevention and regulatory compliance at Quo. This is not a siloed Compliance function. It sits at the intersection of Product, Engineering, Legal, Support, and carrier relationships and the person in this role will be expected to operate across all of them. You'll lead a team of Compliance specialists, manage our most critical external partnerships, and be the final decision-maker on the highest-stakes cases that come through our platform. You'll report directly to leadership and be a key voice in how Quo manages risk as we continue to grow. If you are passionate about building a fraud operations team at a high growth company, we want to hear from you! - Fraud Detection & Rule Management - Own the fraud strategy across our tooling, review queues and data pipelines. - Work closely with the data team to build, test, and tune detection rules — balancing catch rate against false positive impact. - Monitor queue performance daily and drive continuous improvement across automation and manual review workflows. - Be the final call on complex, high-stakes cases — including compromised accounts, carrier-level violations, and high-value customer escalations. - Apply a consistent, policy-anchored framework while maintaining the judgment to know when to extend grace and when to be firm. - Regulatory Compliance - Maintain Quo's compliance posture across TCPA, A2P 10DLC, SHAFT content policy, STIR/SHAKEN, CCPA/CPRA, and evolving state-level telecom regulations. - Stay current on carrier policy changes, regulatory updates, and industry developments — and translate them into operational action before they become issues. - Own policy development, documentation, and enforcement across the platform. - Conduct root cause analysis on escalated incidents and maintain Quo's standing as a trusted, proactive compliance partner. - Team Leadership - Lead and develop a team of fraud investigators and compliance specialists. - Set team priorities, run weekly syncs, conduct 1:1s, and own performance development. - Make capacity planning decisions and advocate for headcount as volume requires it. - Cross-Functional Alignment - Partner with Legal on regulatory inquiries, subpoena responses, and policy interpretation. - Work with Product and Engineering on compliance-relevant features. - Collaborate with Support and CS on customer-facing compliance communications and high-value account handling. Qualifications - 8+ years in fraud operations, financial crimes compliance, trust & safety, or telecom compliance — with at least 3 years in a leadership role managing a team. - Hands-on experience with fraud tooling (ideally Sift or comparable platforms) and data-driven rule management. - Deep familiarity with at least one of the following regulatory frameworks: TCPA, A2P 10DLC/carrier compliance, SHAFT content policy, AML/KYC, or financial crimes compliance. - Demonstrated ability to make high-quality decisions under uncertainty on complex, ambiguous cases. - Strong written communication — you'll be corresponding with ecosystem partners, responding to regulatory inquiries, and setting the tone for customer communications. - Experience managing BPO or distributed operations teams. Requirements - Direct experience in a telecom, CPaaS, or VoIP compliance context — or significant experience as a carrier or telephony ecosystem partner. - Familiarity with SQL or data tools (Snowflake, dbt) for monitoring and investigation. - Experience with content classification, AI-assisted fraud detection, or LLM-based tooling in a compliance workflow. - Background working in a high-growth startup or scale-up environment where the program was still being built. Benefits - The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $198,000- $233,000 USD. - All other US Locations: $178,000 - $210,000 USD. - Canada: $175,000 - $206,000 CAD. - Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description We're looking for an Sr. Associate of Strategic Finance to join our Finance team at Quo. You will play a crucial role in developing and shaping our business, financial strategy, and executing against high-impact and cross-functional initiatives. This role will primarily support the R&D and Customer Experience functions across a blend of FP&A, data analytics, and strategic project management. If you are highly analytical and passionate about data and numbers, we would love to hear from you! - Manage core pieces of the financial model and drive regular forecast updates - Own our unit economics framework - Provide broad financial support, including preparation of functional and company-wide financial plans, produce weekly/monthly/quarterly reporting packages, and ad-hoc analysis - Help drive bi-annual budgeting and headcount planning cycles - Work closely with cross-functional leaders to report on and manage business performance - Lead key strategic projects and operationalize them to drive the business forward - Conduct deep dives into trends in our data and key business drivers. Independently lead data extraction, cohort analysis, visualization, and presentation Qualifications - A Bachelor’s degree in Finance, Accounting, or a related field - 5+ years of relevant experience in investment banking, management consulting, VC/PE, strategic finance and/or business operations at a high growth tech company - Excellent financial modeling and quantitative/data analysis skills with a specific strength in workforce/headcount models and OpEx planning - Ability to dissect complex problems, identify solutions, and drive those solutions to completion with a high degree of autonomy - Clear, concise communicator who can present financial complexity to non-Finance audiences at all levels - Operates with a high agency, and a "get things done" mentality - Proficiency with BI tools; SQL skills strongly preferred — you're comfortable pulling your own data - Familiarity with SaaS business models, cost structures and unit economics Compensation The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $156,000 - $184,000 USD - All other US Locations: $141,000 - $165,000 USD - Canada: $139,000 - $163,000 CAD The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description We're looking for a Senior Engineering Manager to lead our Foundations team, the group that builds and scales the technical and organizational infrastructure the rest of Quo's engineering org is built on. Foundations is a uniquely cross-disciplinary team of mobile, web, and backend engineers responsible for the core systems everything else depends on: - GraphQL platform - Client data sync - Mobile frameworks (Kotlin Multiplatform) - CI and testing platforms - Core architecture of client systems This is a hands-on leadership role for someone who has managed across more than one engineering domain and is comfortable balancing competing priorities across a diverse, multi-threaded portfolio rather than a single workstream. You'll inherit an established team of around eight engineers and partner closely with senior engineering leadership to set technical direction. Some of the things you'll do: - Lead, support, and grow a team of around eight engineers spanning mobile, web, and backend, owning the core platform and infrastructure the wider engineering org builds on. - Drive the team's biggest near-term priorities, including our GraphQL implementation, client data sync, and improving the performance and architecture of core Quo systems. - Balance the demands of a fast-growing product organization against the ongoing need to rewrite and scale our core systems. - Make and guide high-quality technical decisions across multiple domains at once, staying close enough to the technology to earn and keep your team's trust. - Manage trade-offs and prioritization across a diverse portfolio of mobile, web, and backend work. - Partner with peer engineering managers, staff and principal engineers, and adjacent teams such as cloud infrastructure and developer experience to align on platform direction. - Coach and develop a talented, distributed group of engineers. Qualifications - You've led engineering teams as a manager, ideally with responsibility spanning more than one domain (some combination of mobile, web, and backend). - You bring deep technical experience and can actively help your team with technical decision-making and system design. - You're strong on system design and have operated at scale or through rapid scaling, whether at a larger company or in a higher-traffic environment, and have felt the stress of growth firsthand. - You're comfortable owning a diverse, multi-threaded portfolio and making clear trade-offs across competing priorities. - You lead with empathy and are effective managing a diverse, distributed team. - You communicate clearly and can hold your own on technical direction with senior stakeholders. Requirements - Experience managing managers (this role is primarily about strong engineering management craft, but management-of-managers experience is a plus). - Hands-on familiarity with GraphQL, client data sync, mobile platform frameworks such as Kotlin Multiplatform, or CI and testing platforms. - A track record building or scaling platform and core infrastructure teams in a high-growth startup environment. Benefits - The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $206,000 - $242,000 USD - All other US Locations: $186,000 - $217,000 USD - Canada: $189,000 - $222,000 CAD - Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy. Company Description As a fully remote company, we thrive as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you. We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Role Description We are looking for a Sr. CX Ops Analyst to build and lead the analytics function for Customer Experience. This role will serve as the primary owner of CX data strategy, business intelligence, operational analytics, capacity planning, forecasting, and executive reporting. You will transform large volumes of customer, operational, and revenue data into actionable insights that improve customer outcomes, increase operational efficiency, and drive business growth. You will partner closely with CX, Finance, and Data teams to ensure Customer Experience is both data-driven and directly connected to company performance. As AI becomes increasingly embedded in the customer journey, this role will also establish the measurement frameworks necessary to evaluate and optimize both human and AI-driven customer interactions. - Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives - Deliver monthly and quarterly business reviews, translating complex data into clear recommendations that drive strategic decisions - Develop predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators - Forecast contact volume across all channels (phone, chat, email, SMS, porting, AI) and build capacity and staffing models accounting for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets - Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service levels, and customer satisfaction - Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and revenue growth, partnering with Revenue and Finance teams - Create scenario planning frameworks to support annual planning and strategic decision making Qualifications - 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or related fields - 3+ years leading analytics teams, programs, or strategic initiatives - Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations - Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs - Strong business acumen with the ability to connect operational metrics to company outcomes Requirements - Technical expertise in advanced SQL and data modeling - Strong experience with BI and visualization platforms such as Mode, Tableau, Sigma, Looker, or Power BI - Experience working with large datasets and performing statistical analysis - Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics - Experience with experimentation, trend analysis, cohort analysis, and customer segmentation - Familiarity with AI performance analytics and automation reporting Nice to have - Experience in SaaS, telecommunications, contact center, or high-growth technology environments - Experience with Zendesk, Mode, Retool, Snowflake, or similar platforms - Knowledge of customer journey analytics, customer health scoring, and retention modeling - Experience partnering with Finance and Revenue Operations on planning and forecasting processes - Workforce management or capacity planning experience layered on top of strong analytics Compensation The annual base salary range for this position is $119,000 - $140,000 USD, plus equity and benefits. The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description Quo is hiring a Sr. Revenue Operations Manager to support and scale our RevOps function as we build the data foundation for our PLG-plus-assisted motion. You'll work directly with our Director of Revenue Operations and partner closely with Sales, CS, and Partnerships to keep our systems clean, our reporting accurate, and our go-to-market engine running. This is a hands-on IC role, you'll own data quality, build and maintain reports, support tooling administration, and help design the processes that the whole revenue org depends on. Some of the things you’ll do: - Revenue data and reporting - Own the revenue data model in Salesforce and keep it reliable enough to support process, automation, and reporting. - Support reporting across Mode and Salesforce: define the metrics and build the dashboards that give Sales, CS, and Partnerships a single source of truth on pipeline, ARR, and account health. - Be an analytical partner to revenue leadership: funnel conversion, NRR, and activation. - Systems and tooling - Support day-to-day administration of the revenue tech stack: Salesforce, Outreach, Gong, Default, Unify, SmartLead, and Partnerstack. - Maintain and enhance automation workflows in Salesforce and Default: lead scoring, auto-conversion, and notifications, with the guardrails to keep them safe. - Maintain integrations across tools and recommend the system of record where tools overlap. - Document system logic, process changes, and data dictionaries so institutional knowledge doesn't live in one person's head. - GTM operations - Design and optimize the core processes across lead, post-sales customer, and partnerships motions: routing, conversion, onboarding handoff, and renewal. - Partner with Sales, CS, and Partnerships to redesign the processes they run on, automate the stable parts, and measure success by reduced cycle time, faster handoffs, and less manual work. - Help support the quota-setting and capacity modeling process with Finance and revenue leadership. Qualifications - 3-5 years in Revenue Operations, Sales Operations, or a Business/Data Analyst role at a SaaS company. - Deep Salesforce or CRM knowledge: you architect the data model, build advanced flows, and set standards, not just maintain what exists. - Proficient in SQL and BI (Mode, Looker, Tableau, or similar): you model data and define metrics, not just pull them. - You've owned at least one of: lead scoring, quota/capacity modeling, routing architecture, or a CRM data-model rebuild. - Comfortable with ambiguity: Quo is PLG-first with a more complex data model than a standard sales-led org. - Strong communicator: you translate systems and data into plain language for a rep or an exec. Requirements - Experience at a PLG or product-led company where the CRM data model includes self-serve product signals. - Familiarity with outbound tooling (Outreach, SmartLead, Unify) or conversational intelligence (Gong). - Experience supporting a franchise or multi-entity account hierarchy in Salesforce. - Exposure to Default, Census, or similar data activation tools. Benefits - The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $150,000 - $175,000 USD. - All other US Locations: $134,000 - $158,000 USD. - Canada: $135,000 - $160,000 CAD. - Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description We're looking for a Senior AI Developer Experience Engineer to accelerate the AI tooling transformation that enables our teams to build, test, and ship with speed and confidence. You'll treat developer experience as a product - defining the strategy, driving platform adoption, and delivering measurable improvements to productivity, quality, and reliability across the software development lifecycle. This is a high-impact individual contributor role. You'll partner with senior engineering leaders across the organisation, influence standards and tooling decisions, and champion platform-first thinking - turning developer pain points into durable, scalable solutions that benefit hundreds of engineers. - Define and drive DevEx strategy across engineering organizations, partnering with senior leaders to align investments with business priorities - Design, implement, and optimise CI/CD pipelines and lifecycle automation platforms - Build developer tools and automation to simplify and expedite the software development lifecycle from requirements through release - Define and promote golden paths for building, deploying, and operating services - Reduce tooling fragmentation through consolidation, strong defaults, and principled standardisation - Identify and eliminate friction across build, test, deployment, and operations workflows - Improve and maintain core infrastructure across multi-cloud and hybrid environments - Collaborate with cross-functional teams to drive best practices in reliability, testability, and performance - Represent DevEx strategy in senior technical forums and drive engineering culture improvements - Iterate on evaluation frameworks that keep automation, AI-assisted tooling, and coding agents reliable and aligned with sound software engineering practices Qualifications - 8+ years of professional software engineering experience, with at least 3 years focused on developer productivity, platform engineering, or internal tooling - Strong hands-on coding skills in one or more modern languages such as Python, Go, Java, TypeScript, Kotlin, or Swift - Deep experience with CI/CD systems, build infrastructure, testing frameworks, and deployment automation - Demonstrated ability to influence engineering practices across multiple teams or organisations - Exposure to AI-assisted engineering workflows, coding agents, or LLM evaluation pipelines - Experience improving developer productivity at a company with hundreds or thousands of engineers - Experience identifying, measuring, and systematically eliminating friction in the software development lifecycle - Ability to balance standardisation with developer autonomy - knowing when to enforce defaults and when to empower teams - Proven track record of translating technical strategy into measurable outcomes - Experience operating critical systems with high reliability, observability, and availability requirements - Clear and effective communication skills with the ability to engage both technical and leadership audiences Requirements - Nice to have: - Experience building and scaling internal developer platforms as products (e.g., Backstage or similar portals) - Experience with application lifecycle management or automation at enterprise scale - Passion for engineering excellence and a track record of raising the technical bar across teams Compensation The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $187,000 - $220,000 USD - All other US Locations: $169,000 - $198,000 USD - Canada: $172,000 - $202,000 CAD The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description OpenPhone’s AI capabilities power everything from intelligent call assistants to automated workflows that help thousands of businesses communicate better. As a Staff Backend Engineer, you will own the technical strategy for how we design, build, and operate AI features across the product. You’ll partner closely with leaders across engineering, product, and security to translate ambitious product ideas into scalable, dependable systems. Your architectural choices will shape how every customer experiences AI inside OpenPhone—from the very first trial call to fully deployed agents—and you’ll be trusted to balance cutting-edge innovation with rock-solid reliability. - Own the long-term architecture for AI orchestration frameworks, agent-based workflows, and model lifecycle management. - Lead cross-functional delivery of AI features from proof of concept to production rollout, coordinating engineering, product, design, and CX. - Establish best practices for prompt engineering, evaluation, versioning, observability, and incident response for AI services. - Design and optimize low-latency streaming pipelines for speech and other real-time data when the customer experience demands it. - Drive continuous cost, performance, reliability, and security improvements for models and infrastructure. - Mentor engineers through design reviews, code reviews, and technical coaching, raising the bar for excellence across teams. - Partner with security and platform leaders to ensure data privacy, compliance, and operational excellence. - Stay current on advances in LLMs, agent architectures, and emerging tooling, translating insights into actionable roadmap proposals. Qualifications - 10+ years of backend or platform engineering experience, including LLM-driven systems in production. - Proven success leading architecture for business-critical services, balancing innovation with operational pragmatism. - Deep knowledge of LLM integration patterns, prompt design, vector search, and agent frameworks. - Expertise in event-driven and streaming architectures; you can reason about concurrency, ordering, and back-pressure under load. - Track record of driving cost optimization, observability, and incident response for AI workloads. - Excellent written and verbal communicator who aligns diverse stakeholders and produces clear, thorough design docs. - Collaborative leader who mentors others, fosters psychological safety, and elevates the entire engineering organization. - Comfortable with ambiguity, you break down complex problems, make informed trade-offs, and deliver iterative value quickly. - Empathetic and customer-focused, you balance technical decisions with user experience and business impact. Requirements - Our backend is built on Node using Typescript. - Our AI Infrastructure uses temporal.io, vector DBs, libraries like Langchain and top-tier LLM models. - We use Kubernetes on AWS to orchestrate our infrastructure setup and deployment. - The overall architecture is event-driven microservices with RabbitMQ at the center of it. - We use a variety of databases for different purposes: Postgres, Mongo, Elastic, and Redis. - We have the following clients - Web (React), Android, and iOS. - We use Kong as our public API Gateway. - Observability Tools: Datadog. - Other Tools: Figma, Linear, Notion, and Slack. Compensation The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $205,000-$242,000 USD. - All other US Locations: $185,000-$217,800 USD. - Canada: $189,000- $222,000 CAD. The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description We're looking for someone who is excited to solve problems, communicate effectively, and create positive customer experiences. Do you thrive in fast-paced, autonomous environments? Are you eager to make an impact at a high-growth startup? As a Technical Support Representative at Quo, you'll play a key role in delivering exceptional service to our customers while shaping the future of our product. You’ll assist hundreds of customers weekly—answering questions, resolving technical challenges, and ensuring they’re getting the most out of Quo. Beyond customer support, you’ll provide product feedback to our engineering and design teams to help craft the best possible experience for our users. You’ll also have opportunities to work on projects that scale and improve our customer experience team—helping us grow smarter and faster. - Assist Quo customers and prospects through email, live chat, phone, and text. - Troubleshoot technical issues, collaborating with the engineering team for timely resolutions. - Proactively identify and recommend process improvements to streamline our operations. - Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team. - Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups. - Keep internal documentation up-to-date to ensure smooth operations within the team. Qualifications - 1-3 years of experience in customer-facing roles (experience at a startup is a bonus). - Diverse paths of learning and growth, whether they involve a degree, certification, or relevant experience. - Empathy, creativity, and resourcefulness in tackling customer questions and challenges. - Exceptional writing skills with attention to detail and a friendly, approachable tone. - Comfortable navigating technical issues and excited to dive into the details to find solutions. - Eager to learn, adapt, and grow in this role and beyond. - Thrives in dynamic, fast-paced environments and enjoys working alongside a passionate team. Requirements - Schedule flexibility within North America, with most roles starting around 7 - 9 AM PST and running for about 8 hours. - Open to working weekends, depending on the needs of the team.

Role Description We're looking for an Engineering Manager to lead Quo's UX Features team — a group of frontend and mobile engineers building the most customer-facing surfaces across our product. This is a role for someone who is genuinely, deeply product-minded: you'll work across multiple product streams, partner with several PMs at once, and spend a meaningful part of your time navigating complex prioritisation trade-offs. Strong product sense isn't just a nice-to-have here — it's the core of what will make you exceptional in this role. You'll be joining at an exciting moment. Our web engineers are delivering at a high level — including on Copilot and Search — while our mobile team is one of the most in-demand groups in the company, supporting every product pillar as Quo invests heavily in its native mobile experience for the first time. Some of the things you'll do: - Lead, develop, and grow a team of frontend and mobile engineers, setting a high bar for engineering quality, collaboration, and individual career development. - Partner closely with multiple product managers across several concurrent streams to drive prioritization, negotiate trade-offs, and keep the team focused on the highest-impact work. - Build the frameworks and heuristics your team needs to manage high demand — particularly on the mobile side, where every product pillar is competing for time and attention. - Collaborate with design, product, and engineering leadership to ship Quo's most visible customer-facing features, including AI-powered experiences. - Help define and mature Quo's mobile engineering practices as native mobile becomes a first-class surface for the first time. - Contribute to Quo's AI initiative, helping to integrate AI-powered features throughout the web and mobile product. - Lay the groundwork for a future evolution into dedicated web and mobile teams as the organisation scales. Qualifications - 3+ years of engineering management experience, with a demonstrated track record of delivering results in a fast-moving product environment. - Exceptional product sense — you think deeply about user experience, business outcomes, and customer impact, not just engineering execution. - Experience navigating complex, multi-stakeholder prioritization — you're comfortable in environments where competing demands are constant, and you know how to bring clarity and structure to that noise. - Strong technical background in software engineering; we're open to web, mobile, or backend-focused backgrounds — what matters most is your product judgment and people leadership. - Ready to operate with autonomy from day one — you don't need heavy coaching to ramp, and you bring your own energy and structure to the team. - Hungry and growth-oriented — you want a challenge, you move fast, and you're energised by an environment that rewards initiative. - Experience with or strong enthusiasm for AI technologies and their practical application in product development. Requirements - A mobile engineering background (iOS or Android) — given where Quo is investing on the mobile side, this would let you hit the ground running, though it's not a requirement. Compensation The annual base salary range for this position is as follows, plus equity and benefits: - SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $187,000 - $220,000 USD - All other US Locations: $169,000 - $198,000 USD - Canada: $172,000 - $202,000 CAD The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Role Description The Quality Assurance & Training Specialist, Porting is responsible for designing, delivering, and continuously improving training and quality assurance programs for Porting support operations. This role supports both internal team members and BPO partners, ensuring consistent, high-quality customer interactions and operational accuracy. This position combines training development, performance evaluation, and data-driven coaching to strengthen representative effectiveness and improve customer outcomes. Qualifications - Experience in customer support quality assurance, training, or enablement - Strong analytical skills with the ability to interpret data and translate insights into action - Excellent written and verbal communication skills, including facilitation and coaching - Ability to manage competing priorities across QA, training development, and delivery - Experience working with tools such as Zendesk, AutoQA, LMS platforms (e.g., WorkRamp), and knowledge management systems (e.g., Notion) Requirements - Design, develop, and maintain Porting training programs aligned with product functionality, carrier workflows, and operational standards - Partner with Training & QA stakeholders to define and evolve the porting-specific curriculum, ensuring new hires ramp quickly on carrier processes, LOA requirements, and internal tools - Deliver onboarding and ongoing training sessions for new and tenured Porting representatives - Collaborate on onboarding certification design, defining readiness criteria and key milestones for handling live porting requests independently - Create and manage enablement resources, including WorkRamp courses and Notion documentation - Partner with subject matter experts to ensure training content reflects current product features, processes, and branding - Share frontline insights (e.g., carrier quirks, rejection trends, policy updates) to keep training content current and practical - Review and contribute to external-facing knowledge base content to ensure alignment with internal guidance - Conduct weekly manual QA evaluations in Zendesk AutoQA (target: 4 evaluations per representative per week) - Provide ongoing input into QA scoring criteria and participate in calibration sessions to ensure standards reflect current carrier expectations, regulatory requirements, and customer experience goals - Analyze QA results and audit trends to identify performance gaps, root causes, and systemic knowledge issues - Translate QA insights into actionable recommendations for team leads, managers, and training initiatives - Partner with Training to develop targeted coaching materials, refresher modules, and updated reference guides based on QA findings - Support performance improvement through 1:1 coaching sessions, small group facilitation, and team-level trainings in partnership with CX leadership - Monitor quality and training effectiveness using QA data and performance metrics - Identify gaps in knowledge, process, or tooling and recommend scalable solutions - Continuously refine QA scorecards, training materials, and coaching approaches to improve outcomes - Advocate for appropriate QA coverage and resources as the Porting function scales, ensuring evaluation capacity keeps pace with volume growth Benefits - The total on-target-earnings for this position range from $86,000-$101,000, plus equity and benefits. - This range is designed to align with market rates in areas where we are actively recruiting across the USA. - The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. - Your recruiter can share more and answer questions about the specific salary range during the hiring process. - Salary is just one component of Quo’s total compensation package. - Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.