Customer Support Quality Assurance & Training Lead

United States

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$72,000 – $90,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Public Safety, SecurityIndustries

Requirements

Candidates should have 3+ years of experience leading QA, training, or learning and development within a support or operations environment. They must be comfortable analyzing performance metrics, identifying trends, and translating insights into action plans. Experience building, training, or assessing AI agents/copilots and designing/delivering training for tools, processes, or workflows is required. Knowledge of quality assurance methodologies and best practices in customer support, along with familiarity with support platforms like Salesforce Service Cloud or Zendesk, is also necessary.

Responsibilities

The Customer Support Quality Assurance & Training Lead will develop and deliver training programs for back-of-house tools, AI copilots, and internal workflows to enhance agent efficiency and resolution speed. They will refine and document SOPs, escalation paths, and workflows to improve the agent experience and address customer pain points. This role involves establishing and managing a QA program to evaluate agent performance across all support channels, analyzing QA data to identify trends and improvement opportunities, and collaborating with cross-functional teams to integrate feedback into product and process updates. Additionally, they will create and maintain training materials and support the onboarding of new agents.

Skills

Customer Support

Quality Assurance

Training

Curriculum Development

Instructional Design

Performance Monitoring

Coaching

Communication

Problem-Solving

Data Analysis

Flock Safety

License plate reader cameras for crime prevention

About Flock Safety

Flock Safety provides a system aimed at enhancing public safety through crime prevention while ensuring privacy and reducing bias. The main product is a network of license plate reader cameras that capture essential vehicle information, which helps in solving crimes. These cameras utilize machine learning technology to ensure that the data collected is objective and ethically used. Flock Safety serves a variety of clients, including neighborhoods, businesses, and law enforcement agencies in over 1,000 cities. The company operates on a subscription model, where clients pay for the installation, maintenance, and access to data and analytics. This approach not only generates a steady revenue stream but also allows clients to benefit from ongoing updates and support. Flock Safety's goal is to create safer communities by providing effective crime prevention tools that respect individual privacy and foster trust between the public and law enforcement.

Atlanta, GeorgiaHeadquarters

2017Year Founded

$372.2MTotal Funding

SERIES_ECompany Stage

Government & Public Sector, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Unlimited PTO

12 paid holidays

Fully-paid health benefits

16 weeks of parental leave

Work from home allowance

Learning & development stipend

Home office stipend

Risks

Privacy concerns may lead to legal challenges affecting ALPR technology operations.

Integration of drone technology may increase operational costs and financial strain.

Economic downturns could reduce client spending on subscription-based services.

Differentiation

Flock Safety integrates ALPR cameras with AI for unbiased crime-solving data.

The company offers a full-service, maintenance-free technology solution for public safety.

Flock Safety's platform combines community power to enhance safety across cities and businesses.

Upsides

Acquisition of Aerodome enhances drone technology for public safety solutions.

Partnership with MS2 expands AI Traffic Analytics capabilities for state agencies.

Solar-Powered Condor video solutions increase market penetration in infrastructure-lacking areas.

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