Quality Assurance & AI Optimization Analyst - Customer Experience

HELP US SHAPE WHAT GREAT CUSTOMER EXPERIENCES LOOK LIKE, WHETHER DELIVERED BY PEOPLE OR AI.

At POLYWOOD®, we believe a great customer experience is built through thoughtful conversations, consistent service, and a genuine commitment to helping people. As technology changes how customers interact with brands, we have an opportunity to make those experiences even better.

We are hiring a Quality Assurance & AI Optimization Analyst to help us take that next step. This newly created position brings dedicated attention to the quality of our customer interactions across phone, email, chat, and AI-powered channels.

You will evaluate conversations between customers and our team members, assess the performance of our AI tools, and identify opportunities to improve both. You will establish consistent quality standards, turn customer insights into meaningful improvements, and build smarter conversational experiences as our use of AI continues to grow.

This is not a traditional technical development position or a people management role. It is a hands-on opportunity for someone who understands customer service quality, enjoys analyzing interactions, and is excited about using technology to improve how customers are supported.

Reporting directly to our Head of Customer Experience, you will have the independence to identify opportunities, develop solutions, and help shape an important part of our Customer Experience strategy.

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The Work You Will Own

You will help define and maintain the quality standards that guide customer conversations across our internal team, outsourced partners, and AI-powered support channels.

Your work will connect conversation analysis, quality reporting, coaching insights, and AI optimization. You will evaluate what is happening, understand why it matters, and help the team make improvements that create a better experience for our customers.

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Where You Will Make an Impact

• Evaluating customer conversations across phone, email, chat, and AI-powered channels to assess quality, consistency, and customer experience
• Developing and maintaining quality assurance standards and scorecards that provide clear, actionable insights
• Independently reviewing customer interactions and identifying opportunities to improve service quality
• Overseeing quality reporting across internal teams and outsourced customer support partners
• Partnering with outsourced providers to calibrate quality standards and ensure consistent evaluations
• Building, testing, and optimizing conversational AI experiences, including chatbots and automated customer journeys
• Using Zendesk and related tools to analyze interactions, identify trends, and improve workflows
• Evaluating AI-generated responses for accuracy, usefulness, tone, and overall customer experience
• Identifying recurring customer challenges and recommending changes that address underlying issues
• Collaborating with Customer Experience leadership, Operations, and Technology teams to turn insights into improvements
• Tracking the results of quality initiatives and communicating progress, findings, and recommendations

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What You Bring

You have at least two years of experience in customer service quality assurance, conversation evaluation, or a closely related Customer Experience quality role.

You understand what makes a customer interaction successful. You can recognize the difference between simply answering a question and creating an experience that builds confidence and trust.

You have hands-on experience with Zendesk and are comfortable using customer service technology to review conversations, evaluate performance, and identify opportunities for improvement.

You are also comfortable working with AI tools. Ideally, you have experience building or improving chatbots, conversational flows, or automated customer experiences. You understand how to test these tools, recognize when something is not working, and make thoughtful improvements.

Most importantly, you are analytical, curious, and self-directed. You are comfortable taking ownership of your work, identifying what needs attention, and moving improvements forward without needing constant direction.

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Bonus Points

• Zendesk Administrator certification or advanced Zendesk experience
• Experience with conversational AI platforms such as NiCE, Ada, or similar tools
• Experience designing, testing, or optimizing chatbot journeys
• Familiarity with AI prompting, conversational design, or automation workflows
• Experience managing knowledge bases, help centers, or customer self-service resources
• Experience supporting quality programs involving outsourced customer support teams

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About Us

At POLYWOOD®, we design and build outdoor furniture that brings people together and stands the test of time. We do this using sustainable materials, including our genuine POLYWOOD® lumber made from recycled plastics. The strength of our products starts with the strength of our people.

Our Customer Experience team helps customers enjoy worry-free ownership of products built to last. Across thousands of conversations each year, our team provides guidance, solves problems, and builds relationships with the people who choose POLYWOOD®.

As we continue expanding our use of technology and AI, maintaining the personal, thoughtful experience our customers expect is more important than ever.

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What Makes This Role Special

• You will help build something new. This is a newly created position with the opportunity to establish how quality assurance and AI optimization work together within Customer Experience.
• Your work will influence real customer experiences. Your insights will help improve how customers are supported by both people and technology.
• You will work with emerging technology. As conversational AI evolves, you will test, refine, and improve how we use it.
• You will have meaningful ownership. This is an individual contributor role with the independence to identify opportunities and drive improvements.
• You will collaborate across teams. You will work with Customer Experience leadership, Operations, Technology, and external support partners.
• You can work remotely while staying connected. This position offers remote flexibility, with initial on-site training in Syracuse, Indiana, and occasional travel for collaboration, at least quarterly and more frequently as needed.

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If you enjoy understanding what makes customer conversations successful, finding opportunities to make them better, and exploring how AI can strengthen the customer experience, we would love to hear from you.

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POLYWOOD is an equal opportunity employer. POLYWOOD evaluates qualified applicants without regard to characteristics protected by federal, state, or local laws.