Experience in a quality assurance, coaching, or training role within a contact center or customer support environment.
Ability to build and apply evaluation scorecards or rubrics consistently across a team.
Strong data analysis skills, including identifying trends across survey, ticket, and comment data.
Strong written and verbal communication skills to coach constructively.
Discretion when handling VIP, Concierge, and premier-partner interactions.
Ability to work cross-functionally with supervisors and leadership across multiple teams.
Detail-oriented and highly organized, with strong documentation habits.
A calm, solutions-oriented approach to identifying and addressing performance gaps.
At least 3 years in a quality assurance, coaching, training, or quality management role within a contact center, customer support, or service/logistics environment.
Comfort working Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, on-site in Palm Beach Gardens, Florida.
Responsibilities
Run a consistent cadence of ticket and call quality evaluations across all teams.
Own and actively manage the Zendesk QA Surveys Dashboard, and track CSAT and quality assurance trends by agent, team, and tag against a feedback target.
Own the monthly CSAT review and conduct weekly reviews of bad-rated tickets with comments to identify root causes.
Deliver one-on-one coaching sessions based on review findings in partnership with the Customer Support Manager.
Fast-track reviews of Concierge and premier-partner tickets to prevent churn risk.
Build and maintain reference materials that evolve with new findings.
Feed quality findings into small-group and one-on-one training plans.
Deliver weekly reports and accountability check-ins with the Customer Support Manager, and a monthly summary to leadership.
Establish a recurring root-cause reporting cadence from the monthly CSAT review and present trends to leadership.
Design and pilot AI-assisted review workflows using Zendesk QA's AI to flag likely-problem conversations and Claude to analyze the flagged set; test and calibrate AI grading accuracy before relying on it.
Partner with leadership to evaluate and pilot automation for flagging or escalating tickets that indicate a process breakdown.
Build and run a formal calibration process with supervisors to keep quality assurance scoring consistent as the team grows.
Design and maintain blended quality assurance agent scorecards, including group-specific scorecards developed with Department Managers around each group's focus and measures of success.
Transition from baseline reviews for all agents to risk-based sampling of new hires, agents with recent bad ratings or flagged conversations, and high-risk queues, with less frequent sampling for consistently strong performers.
Partner with leadership on the long-term roadmap for the quality assurance function, including future headcount as volume grows.
Desired Qualifications
Familiarity with Zendesk or a comparable ticketing or quality assurance platform.
Familiarity with AI-assisted quality assurance or analysis tools such as Claude.
About Ship Sticks
Ship Sticks is a simple solution for shipping golf clubs for travelers who want to take on courses around the world without the hassle of lugging their clubs through the airport.
Founded in 2011, Ship Sticks aims to grow the game by opening up the golf travel experience in a cost-effective, easy-to-use way. The company’s partnerships with major delivery carriers including UPS, FedEx and DHL, as well as premier golf resorts, keep costs down while sending golf clubs quickly and safely. Once a traveler schedules a shipment online, Ship Sticks picks up the golf clubs, provides complimentary insurance, and guarantees on-time delivery at hotels and golf destinations worldwide.
Headquartered in Palm Beach Gardens, Florida, Ship Sticks operates seven days a week providing customer service. The company has direct partnerships with thousands of courses worldwide, including 80 percent of Golfweek’s Top 400 Golf Courses, Country Clubs, and Resorts. Profiled in Forbes, Golf Digest, CNBC and more.
Position Overview
The QA Lead owns quality assurance across our entire support floor, approximately 60 agents spanning Tier 1 (domestic and offshore), Concierge, Tier 2, Investigations, Claims, International, and Account Management. This role exists to turn quality from something we react to after a bad review into something proactively and consistently managed.
The QA Lead builds and maintains evaluation scorecards, runs a standing review cadence, analyzes CSAT and QA data for root-cause trends, delivers coaching and training, and serves as the connective tissue between the quality signals we already collect and the tools we already own. The role reports directly to the Director of Customer Support, with weekly reporting and accountability conversations with the Customer Support Manager and a monthly summary to leadership.
The ideal candidate brings a sharp eye for process and detail, the communication skills to coach constructively rather than punitively, and the judgment to prioritize what matters most, especially on high-stakes VIP and Concierge interactions where our premier partner relationships are on the line.
Key Responsibilities
Run a standing, consistent cadence of ticket and call quality evaluations across all teams
Own and actively manage the Zendesk QA Surveys Dashboard, and track CSAT and QA trends by agent, team, and tag against a set feedback target
Take ownership of the monthly C-Sat Review and conduct weekly reviews of Bad-rated tickets with comments to identify root causes, rather than relying on ad hoc pulls
Deliver 1:1 coaching sessions off review findings, in partnership with Customer Support Manager
Fast-track review of Concierge and premier-partner tickets to prevent churn risk
Build and maintain reference materials, that evolve with new findings
Feed quality findings into small-group and 1:1 training plans
Deliver weekly reports and accountability check-ins with the Customer Support Manager, and a monthly summary to leadership
Build on the monthly C-Sat Review into a recurring root-cause reporting cadence and present trends to leadership
Design and pilot AI-assisted review workflows, using Zendesk QA's AI to flag likely-problem conversations and Claude to analyze the flagged set, and test and calibrate AI grading accuracy before relying on it
Partner with leadership to evaluate and pilot automation for flagging or escalating tickets that indicate a process breakdown
Build and run a formal calibration process with supervisors to keep QA scoring consistent as the team grows
Design and maintain blended QA agent scorecards, including group-specific scorecards built alongside Department Managers around each group's focus and measures of success
Transition from a consistent baseline review cadence for all agents to risk-based sampling (new hires, agents with recent bad ratings or flagged conversations, and high-risk queues, with a lighter touch for consistently strong performers)
Partner with leadership on the long-term roadmap for the QA function, including future headcount as volume grows
Qualifications and Skills
Experience in a QA, coaching, or training role within a contact center or customer support environment
Familiarity with Zendesk, or a comparable ticketing/QA platform, strongly preferred
Demonstrated ability to build and apply evaluation scorecards/rubrics consistently across a team
Strong data analysis skills, comfortable identifying trends across survey, ticket, and comment data
Excellent written and verbal communication skills, with the ability to coach constructively
High level of discretion, given regular exposure to VIP, Concierge, and premier-partner interactions
Comfortable working cross-functionally with supervisors and leadership across multiple teams
Detail-oriented and highly organized, with strong documentation habits
Calm, solutions-oriented approach to identifying and addressing performance gaps
Familiarity with AI-assisted QA or analysis tools (e.g., Claude) a plus
Ideal Candidate Profile Professional Background
3+ years in a QA, coaching, training, or quality management role within a contact center, customer support, or service/logistics environment
Experience building or applying evaluation rubrics and scorecards consistently across a team
Prior experience working with ticketing/QA platforms such as Zendesk preferred
Core Competencies
Process & Detail Orientation: Notices when a step was skipped or handled inconsistently, even when the customer never complained
Constructive Coaching: Delivers feedback in a way that builds trust and improves performance, not just corrects it
Data-Driven Thinking: Comfortable digging through survey, ticket, and comment data to find the real root cause, not just the symptom
Discretion & Judgment: Understands the added sensitivity of VIP, Concierge, and premier-partner interactions
Ownership: Follows a finding all the way through to a coaching conversation or process fix, rather than just reporting a number
Cross-Functional Collaboration: Works well alongside supervisors and leadership without stepping on their role
Personal Attributes
Naturally analytical and curious
Calm, constructive communicator
Self-starter who can build process from scratch
Comfortable holding people accountable with empathy
Motivated by consistency and improvement, not just calling out mistakes
Thrives in an Environment Where
Quality is treated as a differentiator, not a checkbox
Service is proactive, not reactive
Feedback is used to build people up, not just point out mistakes
Process and empathy are expected to coexist
Long-term consistency matters more than one-off wins
Position Details & Benefits
Department: Customer Support
Reports To: Director of Customer Support
Secondary Reporting To: Customer Support Manager
Employment Status: Full-Time
Hours per Week: 40
Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM ET