Quality Assurance Coordinator, Fubo

• 2+ years in a quality assurance role for a customer contact center
• Strong understanding of customer service performance metrics and call/chat QA best practices
• Experience using QA and CS tools such as Zendesk and NICE InContact
• Analytical mindset with strong Excel/Google Sheets and dashboard reporting skills
• Experience supporting and assisting QA analysts or quality reviewers
• Excellent written and verbal communication skills; ability to deliver coaching insights with clarity and diplomacy
• Familiarity with AI-driven QA evaluation platforms and conversational analytics tools is preferred
• Highly organized with attention to detail and ability to manage multiple concurrent tasks and timelines
• Comfortable operating in a fast-paced, remote environment
• Occasional international travel (<10%)
• Experience working with offshore or nearshore BPOs

Desirable

• The Quality Assurance (QA) Coordinator for Customer Care at Fubo is responsible for our quality assurance program across all customer service channels—voice, chat, email, and social
• This role plays a critical part in ensuring the Fubo support experience is consistent, efficient, and aligned with company values
• Using a combination of AI-enabled QA tools and traditional human evaluations, the QA Coordinator will assess agent performance, surface insights from customer interactions, and will work cross-functionally to improve service quality and customer satisfaction
• The successful candidate will bring rigor, organization, and a passion for delivering actionable feedback that drives continuous improvement across both internal teams and BPO partners in the Philippines and Colombia
• This position reports directly to the Director of Training and QA
• Manage daily QA operations across all customer interaction channels, including AI-assisted scoring and manual evaluations, ensuring adherence to Fubo's quality standards
• Support the QA team (internal and vendor-based) in meeting review quotas and productivity targets
• Conduct and facilitate evaluation processes, including regular calibration sessions to ensure consistency between human and AI evaluations
• Analyze QA data and identify trends to recommend process improvements, training opportunities, and updates to knowledge bases
• Produce regular QA reports highlighting trends, insights, and actionable recommendations for leadership and training teams
• Collaborate with Training and Care leadership to align QA findings with training roadmaps, coaching priorities, and support for new product launches
• Maintain and improve QA documentation, scorecards, and methodologies to ensure efficiency and thoroughness
• Responsibilities may change to align with evolving business priorities and needs