Associate, Quality Strategy & Operations

About the Company

The organization operates in the technology and logistics sector, focusing on empowering local economies by connecting consumers, merchants, and delivery providers. It addresses challenges in quality measurement across complex customer interactions by developing intelligent, automated quality assurance (QA) systems. These systems span critical areas such as fraud, integrity, and risk, aiming to improve performance and protect customer experience at scale. The company is experiencing rapid growth and constant change, providing opportunities for employees to influence diverse operational domains.

About the Role

The Associate, Quality Strategy & Operations will contribute to designing, implementing, and improving automated QA systems that extend beyond customer support into complex, high-risk business workflows. This role supports the scaling of quality programs through cross-functional collaboration with product, risk, machine learning, and operations teams. The position is critical for driving clarity, structure, and accountability in quality measurement processes, impacting how performance and customer experience are evaluated across the organization

Responsibilities

* Support the strategy and operational rollout of generative AI-based QA systems for customer support

* Translate high-level objectives into structured workflows and detailed requirements

* Develop frameworks, documentation, and reporting to ensure clarity and accountability\

* Influence performance measurement and resolution processes at scale

* Contribute to the roadmap and technical planning of future QA capabilities

* Use insights from calibration and dispute processes to improve automated QA designs

Requirements

* 1 to 4 years of experience in strategy, program management, operations, or product support

* Strong problem-solving and communication skills to organize complex initiatives

* Experience managing cross-functional projects involving technical and business teams

* Ability to work effectively in ambiguous, fast-paced environments

* Familiarity with AI tools (e.g., ChatGPT), automation systems, or conversational data is a plus

* Experience using data or tools to enhance performance or process improvements

* Motivation to build systems that enhance trust, performance, and customer impact

Compensation

$64,600 — $95,000 USD annually (national base pay range, including Illinois and Color ado)

Actual compensation will be determined based on skills, experience, and work location.

Benefits & Perks

* 401(k) plan with employer matching

* 16 weeks of paid parental leave

* Wellness benefits and commuter benefitsmatch

* Paid time off and paid sick leave compliant with applicablelaws

* Medical, dental, and vision insurance

* 11 paid holidays

* Disability and basic life insurance

* Family-forming assistance

* Mental health program

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

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