Quality Assurance Coordinator

Summary

Join FuboTV as a Quality Assurance (QA) Coordinator for Customer Care and play a critical role in ensuring a consistent, efficient, and high-quality customer support experience across all channels. You will manage daily QA operations, utilizing AI-enabled tools and manual evaluations to assess agent performance and identify areas for improvement. Analyze data to recommend process enhancements, training opportunities, and knowledge base updates. Collaborate with internal and external teams to align QA findings with training roadmaps and support new product launches. Maintain and improve QA documentation and methodologies. This position requires strong analytical skills, experience with QA and customer service tools, and excellent communication abilities. The role reports to the Director of Training and QA and involves occasional international travel.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Experience in a subscription-based service or streaming media environment
• Bilingual (English/Spanish)

Benefits

• Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium Fubo Account
• Unlimited PTO days and regular company-wide activities
• Fubo’s base salary for this role is $60,000 per year
• Additionally, this role is eligible to participate in Fubo's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits