QA Analyst (Customer Experience)

⌘ Role Overview Timeleft is on a mission to fight loneliness by bringing strangers together through shared experiences, connecting people across 200+ cities in 52 countries. Behind every dinner, every match, and every message is a Customer Experience team making sure people feel safe, heard, and looked after — increasingly supported by AI as we scale. As our QA Analyst, you're the objective eyes on quality across Customer Support and Trust & Safety, covering both human agents and AI-assisted responses. You review interactions, score them against clear standards, run calibration sessions, and turn what you find into trends and improvements that raise the bar across the team. Your work directly shapes how much our community can trust every interaction they have with Timeleft. ⌘ Key Responsibilities Quality Assurance (Human) Conduct regular ticket quality reviews across Customer Support and Trust & Safety, assessing tone, accuracy, policy adherence, and resolution quality. Score and document reviews consistently, maintaining clear QA scorecards and records (target QA review rate ≥5% of transactions). Hold regular calibration sessions with the Managers and Team Leads to agree scoring standards, and periodically re-check past reviews to keep their own scoring consistent over time. Quality Assurance (AI) Review the quality of AI-assisted and automated responses across support and moderation, assessing accuracy, tone, policy adherence, and appropriateness. Identify and flag AI errors, incorrect tagging, hallucinations, or unsafe outputs, and feed them back to the CX leadership to improve prompts, automation rules, and safeguards. Track AI response quality over time as automation scales, helping ensure it stays trusted and reliable. Insight & Coaching Support Surface coaching opportunities, quality trends, and recurring risk patterns to Team Leads and Managers. Translate individual reviews into patterns that inform training, content, and process improvements. Collaboration Contribute to macro improvements by flagging gaps found in reviews and drafting updates. Support wider enablement and operations initiatives as needed. Optionally handle a small number of live tickets to stay close to the real work. ⌘ Expected Outcomes Human and AI interaction quality is measured consistently and improves over time, with reliable tone and decision-making. AI-assisted responses are monitored, trusted, and continuously improved through clear quality feedback. Team Leads and CX leadership have a clear, evidence-based view of quality trends and coaching needs. Quality insights translate into concrete improvements in coaching, content, and process. ⌘ Skills & Competencies Highly detail-oriented and quality-focused, with sound judgement on tone and policy. Comfortable assessing both human and AI-generated responses against clear standards. Strong written English and the ability to give clear, structured, constructive feedback. Able to spot patterns across many interactions and translate them into useful insight. Organised, consistent, and comfortable working to defined standards and frameworks. Collaborative and proactive. ⌘ Required Experience 2–3+ years in Customer Support or Customer Experience. Experience in Quality Assurance or quality review within a support environment. Familiarity with Zendesk and Zendesk QA Exposure to AI-assisted support or moderation tools is a plus. Strong fluency in English required. ⌘ Recruitment Process Introduction Interview (30min): A conversation with Talent Acquisition to discuss your experience, goals, and fit with Timeleft's mission. First Interview (30min): A discussion with the Customer Support Manager about the role, expected outcomes, and how you'd work across both teams. Take-Home Test: A short, practical QA exercise reflecting typical scenarios in the role. Final Interview (45min): A conversation with the Head of Customer Experience to review your take-home and confirm alignment.