Quality Assurance Specialist

Quality Assurance Specialist WE POWER PEOPLE’S PROGRESS. At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale. Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day. MEET THE TEAM! Welcome to Preply’s Customer Care Quality Assurance team - the group responsible for ensuring high-quality support experiences and consistent performance across our customer care operations. Our mission is to ensure every interaction meets a high standard of quality for our customers, while continuously improving how we operate and support our agents as we scale. As part of this, we are evolving our Quality Assurance function and investing in smarter, more efficient ways to measure and improve quality through automation and our AI-based QA tool. If you’re excited about combining quality, data, and AI-driven improvements to shape how support teams perform and scale, this role is for you. WHAT YOU’LL BE DOING: As a Quality Assurance Specialist, you will play a key role in maintaining and improving the quality of customer support by combining traditional QA practices with innovation through the AI QA tool. You will audit interactions, identify performance gaps, and translate insights into actionable improvements for agents, processes, and tools -contributing directly to customer experience and operational excellence. At the same time, you will actively contribute to the development and optimization of our AI QA tool by refining prompts, improving workflows, and ensuring quality standards are consistently met at scale. YOUR KEY RESPONSIBILITIES WILL INCLUDE: - Conduct regular manual and AI assisted quality audits of customer interactions (chats, tickets) to ensure compliance with established QA criteria, company standards, and policy requirements - Own standards for AI assisted quality audits, including prompt refinement, structured feedback loops, and continuous improvement of the QA AI tool - Evaluate performance using the established QA scorecard and ensure consistent, fair application of scoring methodology - Drive improvements to AI tool logic, workflows, and outputs based on QA insights and performance analysis - Perform qualitative and quantitative data analysis to identify trends, performance gaps, and root causes impacting Customer Happiness, resolution quality, and overall support effectiveness - Monitor AI performance trends and proactively lead initiatives to improve accuracy, compliance, and customer experience - Provide structured, actionable feedback to agents through written reports and coaching sessions - Partner closely with Trainers, Team Leads, and CX stakeholders to translate QA insights into targeted improvement initiatives - Identify inefficiencies or gaps in QA workflows and proactively propose process improvements to increase impact and scalability - Continuously refine QA documentation, frameworks, and evaluation processes WHAT YOU NEED TO SUCCEED: Experience & Skills - 2+ years of experience in Quality Assurance in Customer Support or a similar role, preferably in a fast-paced environment. - Strong understanding of QA methodologies, scorecards, and customer experience standards - Experience working with AI-assisted QA tools, including exposure to prompt re ... (truncated, view full listing at source)