Role Details

Type of Support: Audits, Data analysis, Operational support
Contract Duration: Permanent
Training Schedule: 9:00 am - 6:00 pm, Monday - Friday 
Work Schedule: 9:00 am - 6:00 pm, Monday - Friday
Work type and Location: Hybrid - San Pedro Sula or Tegucigalpa
Expected start date: May 7, 2026

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.

The Role

We are looking for a passionate, expert Quality Assurance (QA) professional to take on our growing operations and need for world class quality Customer Support. As a CS Quality Assurance Analyst at Crescendo you will focus on reviewing, analyzing and reporting on CS quality data and assessing for critical insights and continuous improvement.

The Quality Analysts are our most senior and experienced Quality-focused individual contributors. A successful candidate will exceed expectations of a Quality Assurance Analyst and take on more strategic and advanced tasks to support the Quality organization at Crescendo. The ideal candidate will be detail-oriented while able to see the big picture, and a strong independent worker, who is able to confidently express areas of improvement backed by data.

What You'll Do:

• Review and score associate interactions according to an established rubric, evaluating for quality and compliance.
• Participate in root cause analysis (RCA) of qualitative and quantitative data.
• Complete advanced QA data analysis through use of spreadsheets and visualization software.
• Act as a subject matter expert for QA and provide stakeholders with context for the data and reporting provided.
• Utilize a quality scoring tool and provide product feedback where possible.
• Provide mentorship and training for QA Analysts as needed.
• Participate in regular meetings for calibration and coaching strategy.
• Develop insights and recommendations from analysis of quality audits.
• Create reports for leadership and other key stakeholders.
• Remain up to date on all necessary processes, product and policy impacting the operation.

What we Expect from you:

• At least 1 year in a customer service Quality Assurance role 
• Strong knowledge of Customer Support and QA best practices
• An understanding of the importance and impact QA can have on a support organization.
• Strong oral and written communication.
• Organization and prioritization skills.
• Excellent time management skills and ability to meet deadlines reliably.
• Ability to identify trends and root causes of these trends.
• Advanced data and reporting abilities- using visualizations, spreadsheets and other data 
• Ability to maintain strict confidentiality and awareness of implicit bias
• Experience with SQL, Excel/Sheets formulas, etc...

• Previous quality monitoring experience.
• Previous Business Process Improvement experience.
• Previous work experience at a startup.
• Strong remote working experience

What You Will Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.