Client Service QA - Remote Eligible

Client Services QA

Regroup Mass Notification — a global company with headquarters in Dallas — is growing! We currently have openings for Client Services QA. Regroup believes in working with talented yet humble people who care about our core mission: Keeping communities and organizations safe and informed.

As a Client Services QA, you will oversee Quality Assurance for SaaS Support and Customer Success teams by monitoring customer interactions, tracking key metrics, and ensuring consistency in tone, accuracy, compliance, and brand alignment. Delivers performance reports, provides coaching, refines SOPs, and drives process improvements. Collaborates cross-functionally to address customer feedback, optimize QA tools, and promote a unified, customer-focused experience.

Job Responsibilities

• Monitor and evaluate customer interactions (tickets, chats, emails, calls, onboarding, and training sessions) for tone, accuracy, efficiency, and brand consistency.
• Track and analyze key QA metrics, including First Contact Resolution, SLA adherence, engagement, retention signals, and value communication.
• Deliver performance reports to leadership and team leads with actionable insights.
• Provide feedback and coaching to Support and Customer Success team members, collaborating on targeted development plans.
• Review and improve internal SOPs, escalation processes, and compliance with security standards (e.g., SOC 2).
• Identify learning gaps and partner with L&D to enhance knowledge bases, training, and onboarding materials.
• Capture and escalate customer pain points, product bugs, and feature requests to relevant stakeholders.
• Manage QA tools, evaluation workflows, and scoring systems to improve accuracy and efficiency.
• Promote consistent voice, tone, and approach across all customer-facing teams.
• Foster a culture of continuous improvement focused on customer experience and trust.

Job Requirements

• Proficient or native English with impressive executive presence and communication abilities
• Proven experience in Quality Assurance, Customer Support, or Customer Success within a SaaS environment.
• Strong understanding of QA methodologies, performance metrics, and reporting tools.
• Exceptional written and verbal communication skills.
• Ability to deliver constructive feedback and coaching effectively.
• Familiarity with SOP creation, process improvement, and compliance frameworks (e.g., SOC 2).
• Experience with QA platforms, CRM systems, and ticketing tools (Hubspot is a plus).
• Analytical mindset with attention to detail and ability to identify trends.
• Collaborative approach, working effectively across departments.
• Commitment to driving consistency, brand alignment, and customer satisfaction.

This is a 1099 contract position. A Background Check is required. Only resumes written in English will be considered. A good computer and a reliable home internet connection are a must. We believe in leading with love and doing our best. If this sounds like you, then we should probably talk sooner than later.