Customer Service QA Lead Flight cx
Customer Service QA Lead
Flight CX | Remote | 2022 – 2026
Stepped into a QA function that barely existed and built it into a structured operation, spanning multiple client accounts, cross-functional stakeholder work, and a team of 20+ agents
- Produced monthly business reviews and performance reports for executive stakeholders
- Facilitated structured feedback cycles with agents, combining audit results and performance data to drive individual development and improve team-wide consistency
- Acted as liaison between stakeholders and internal teams, ensuring support insights translated into operational and product decisions
- Developed SOPs, QA standards, and training materials used across multiple client accounts
- Designed and facilitated onboarding programs for new and tenured agents using scenario-based methods
Team Lead
Flight CX | Remote | 2021 – Jul 2022
Promoted to Team Lead and deployed across two consecutive accounts in different client environments (sales, marketing, non-profit), each requiring a different approach.
- Owned performance reporting, scheduling, coaching, and escalation management across both accounts
- Adapted leadership style to different client cultures and team dynamics while maintaining consistent output standards
Customer Service Representative
Flight CX | Remote | 2020 – 2021
Joined as a frontline rep and quickly stood out for process awareness and quality of work and consistent performance.
- Supported B2B and B2C SaaS clients across chat and email, building deep product and process knowledge from day one
- Identified recurring patterns in customer issues that later informed the QA frameworks I would go on to build
