Quality Specialist
Internally we call this QC. You review the messages our specialists send, calibrate tone and brand voice, and own the quality bar of every reply that leaves an inbox on your watch.
- Location
- Remote, Global
- Employment
- Full-time
- Compensation
- Senior USD base + quality-bonus
Applications are opening soon. In the meantime, email us a short note and we’ll reach out when the formal application goes live.
Quality Specialists are the bridge between specialists and team-lead leadership. You review a high volume of messages from specialists during your shift; sometimes pre-send for tricky audiences, always post-send for sampling and calibration. You catch tone drift early, you spot specialists ready for promotion, and you build the training material that levels up the pod. We promote into this role from the specialist track; we rarely hire externally because the role requires deep knowledge of how our specialists actually work.
Responsibilities
- Review specialist messages during your shift: pre-send for high-stakes conversations, post-send for sampling.
- Calibrate tone and brand voice across the pod; flag specialists drifting from the creator's voice.
- Build and maintain training material for new and junior specialists.
- Run weekly quality reviews with the team lead; surface trends and improvement areas.
- Identify promotion-ready specialists and shepherd them through the next-level criteria.
- Handle escalated audience interactions that require senior-level judgment.
Requirements
- 6+ months as a Customer Engagement Specialist at Lyon Partners, top quartile of pod performance.
- Native-level written English with strong editorial judgment.
- Demonstrated coaching instinct: you can see what is wrong with a message and explain it clearly to the writer.
- Comfort with dashboards and spreadsheets; you make calibration decisions from data, not hunches.
- Maturity to give and receive direct feedback without ego.
What we offer
- Senior compensation: USD base with quality-bonus that scales with pod-level KPIs.
- Direct partnership with team leads on staffing, training, and promotion decisions.
- Clear path into Team Lead and, eventually, Head of Quality.
- Remote-first with shift-aligned hours.
- Paid time off, wellness stipend, and team offsite.
[ Ready to apply? ]
Applications are opening soon. In the meantime, email us a short note and we’ll reach out when the formal application goes live.
How we hire
What happens after you apply.
Week 1 / First
We read every application within five business days.
Every application gets a real human read. No black hole.
Week 1-2
30-min intro call with a senior specialist or AM.
Week 2-3
Paid trial shift. Real role, paid hourly.
Week 4
Offer, or an honest no with feedback.
Training Overview
Five days. Real practice.
A 5-day program. Each session is at least 4 hours, including breaks.
Day 01
Fundamentals
CRM, Discord, expectations. Meet the trainers and get clear on what's required throughout the program.
Day 02-03
The core
Specialist messaging, working with creators, engagement styles, creator pricing, and the Creator Hero CRM.
Day 04
Live shadowing
A coach handles real-time responses while you observe. Learn by watching how conversations get managed.
Day 05
Hands-on
Begin live work under coach supervision. Real practice and real feedback before you go solo.
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