Qa Engineer • Lead

Who you are

You have a proven track record in quality assurance management, with experience in building and leading QA programs that ensure high-quality customer experiences. Your leadership skills are complemented by a strong understanding of evaluation frameworks and scoring models, which you have successfully implemented in previous roles. You are adept at defining quality standards and have a keen eye for detail, ensuring that all aspects of customer support meet the highest standards of accuracy and consistency.

You thrive in collaborative environments and enjoy working cross-functionally with teams from Support, Learning & Knowledge, Support Operations, Product, and Engineering. Your ability to communicate effectively and build relationships across departments is key to driving improvements and ensuring that quality insights inform training and workflow enhancements. You are passionate about developing others and have experience hiring and managing QA specialists or analysts as programs scale.

What you'll do

As the Quality Assurance Manager at Replit, you will build and lead the Support QA program, establishing evaluation frameworks, scoring models, and review workflows that enhance the quality of customer interactions. You will be responsible for defining quality standards across ticket support, technical troubleshooting, and customer communication, ensuring that all support teams adhere to these standards. In the early stages, you may be hands-on in building frameworks and calibrating reviews, but as the program grows, you will focus on leading a team dedicated to quality reviews and performance insights.

You will work closely with various teams to ensure that quality insights directly drive training initiatives, workflow improvements, and automation strategies. Your role will involve regular assessments of the QA program's effectiveness and making necessary adjustments to improve outcomes. You will also play a crucial role in fostering a culture of quality within the organization, encouraging team members to prioritize customer trust and satisfaction in every interaction.

What we offer

At Replit, we are committed to making programming more accessible and welcome diverse perspectives to help shape our product. We encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to democratize software development and make a meaningful impact in the tech community.