Quality Assurance Lead – Sales & Service

About Trellis

Trellis is a profitable, fast-growing Series A startup backed by General Catalyst, QED, NYCA, and Amex Ventures. We’re reimagining how people shop for home and auto insurance, using smart technology to make something historically painful feel refreshingly easy. Every day, we help people save time, money, and unnecessary headaches. Behind the scenes, our fully remote team moves fast, owns their craft, and builds products that genuinely make life better. Led by a three-time fintech founder with a proven track record of going big, we’re building something special, and we’re just getting started. If you’re hungry to make an impact and love solving complex problems with a scrappy crew, you’ll love it here.

About the Role

We’re growing fast and looking for a Quality Assurance Lead who is a hands-on owner to run our Quality program across Sales and Service. You’ll keep us compliant, lift sales quality, and reduce E&O risk – without impacting agent efficiency. You’ll partner with leaders, tune our AI-driven QA stack, and turn insights into coaching, training, and workflow changes that stick. We believe in paying competitively for great work. As a remote team, we set our salaries at the 75th percentile of national market data in our industry. You can count on your pay being in line with (or above) the market. For this role, the on-target earnings (OTE) range is $90,000 – $120,000. We review compensation twice a year to make sure we’re staying competitive and rewarding our team’s contributions.

What You’ll Own

• Our AI Driven QA engine for Sales and Service: sampling, scoring, calibrations, weekly/monthly reviews, etc.
• Go beyond compliance and stand up Sales Efficacy campaigns (discovery, quoting discipline, objection handling, sales tactics and best practices, etc.) and Service Quality campaigns (resolution quality, cross-selling and upselling, documentation, customer sentiment, etc).
• Tune the AI + human loop: calibrate AI scoring models, update and refine keyword/intent logic, set alert thresholds, and ensure tight calibration between systems and people.
• Find & fix fast: analyze QA data and reports to spot trends, surface root causes, and drive clear action plans with Ops Leadership, Nesting and Training.
• Manage the offshore pod: Oversee offshore QA work — plan audits, QC results, coach for consistency, and leverage the team to amplify quality performance and program impact.
• Keep the Playbook current: maintain, build and evolve quality rubrics, procedures, examples, and calibration guides to keep standards clear and up to date.

What You Bring to the Table

• 3–5 years in contact center QA with proven end-to-end program ownership — not just scoring calls, but building, running, and scaling quality operations.
• Hands-on experience with QA and contact center tools and systems such as Talkdesk, Kustomer, OnScript, Lessonly, Looker, and Google Sheets.
• Ability to analyze data and communicate insights clearly, including distributions, drift, defect patterns, and simpl.