Customer support software
10 customer support quality assurance experts
These ten quality leads and managers have run quality assurance for customer support and customer experience teams in their own roles. A reader can learn how support organizations measure the quality of customer interactions and turn what they find into training.
Professionals to explore
01—10Emily Fiore
LinkedInExperience: Customer Support Quality Assurance Manager · Bilt
Customer Support Quality Assurance Manager at Bilt since 2025. Former Customer Experience Quality Assurance Manager at The Farmer's Dog (2024–2025), with Customer Experience Quality Assurance Senior Specialist (2022–2024) and Specialist (2021–2022) roles there. The profile describes working at the intersection of instructional design and quality assurance, turning insights into training programs.
Jacque M. Hopkins
LinkedInExperience: Quality Assurance Manager · Upwork
Former Quality Assurance Manager at Upwork (2024–2026) and Quality Team Lead (Customer Support) there (2016–2024). The profile says Hopkins led quality operations supporting global Customer Experience and Trust & Safety organizations and directed the consolidation of 10 decentralized QA programs into a centralized shared services model supporting 250+ agents.
Jessi Whitby
LinkedInExperience: CX Quality Manager · Headway
Former CX Quality Manager at Headway (2023–2024), where the profile says Whitby was first in the function and created a CX quality assurance program from scratch, including DSAT analysis and reporting, agent-level evaluations and an intervention process to recover unresolved issues. Support Quality Lead at Acorns since 2025, and former Regional Quality Manager (2020–2021) and CS Partner Quality Lead (2015–2020) at Airbnb.
Jessicah Anyinyo
LinkedInExperience: Quality Assurance and Customer Service Manager · Jiji Kenya
Quality Assurance and Customer Service Manager at Jiji Kenya since 2022, and former Senior Quality Assurance Specialist at Platinum Credit Limited (2020–2022). The profile describes work across customer service, sales operations and quality analysis that supports creating QA frameworks, with a focus on improving customer interactions.
Jocyline Kanini Ombati
LinkedInExperience: CEC Quality Assurance & Training Manager · Kenya Airways
Former CEC Quality Assurance & Training Manager at Kenya Airways (2020–2025), and CEC Customer Excellence Centre Manager- KQ Customer Experience Department. at Kenya Airways since 2025. The profile describes improving the quality of business processes in the customer relations and excellence function by driving KPIs and specific actions to improve customer experience performance.
Kome Sagbamah
LinkedInExperience: Customer Support Quality Assurance Team lead · Raenest Business
Former Customer Support Quality Assurance Team lead at Raenest Business (2020–2021) and Quality & Training Specialist there (2019–2020). Customer Experience & Quality Manager at Zeigs Security limited since 2025. The profile describes leading the customer experience and quality function and designing and implementing quality assurance frameworks, standard operating procedures and end-to-end workflows.
Liese Riccardo
LinkedInExperience: Manager, Customer Support, Training & Quality · Fetch
Former Manager, Customer Support, Training & Quality at Fetch (2021–2023). Former Patient Ambassador Center Manager at Sono Bello (2023–2026), where the profile says Riccardo led a multi-layer operations team of over 90 staff across multiple states, focused on service levels and customer experience standards, and rebuilt the department's KPI framework. Guest Experience Operations Manager and Customer Experience Manager at Zocha Group since 2026.
Matthew Jallits
LinkedInExperience: Sr. Manager, Customer Care Quality and Excellence · Paysign, Inc.
Sr. Manager, Customer Care Quality and Excellence at Paysign, Inc. since 2026, and former Manager, Customer Care Quality & Training there (2022–2023). The profile describes building QA and training programs for regulated financial services and pharmaceutical copay assistance programs, and building the systems that make quality measurable, from scorecards to calibration frameworks, SOP governance and training programs.
Patricia Zuz
LinkedInExperience: Senior Manager (L7), Customer Service - Head of Global Quality Performance & Evaluation · Amazon
Senior Manager (L7), Customer Service - Head of Global Quality Performance & Evaluation at Amazon since 2025, and former Senior Quality Assurance Manager (L6), Customer Service at Amazon (2016–2020). The profile describes leading a 200-person global quality organization spanning North America, Europe and Asia-Pacific, aimed at improving the customer experience across customer service interactions.
Rachel Ross
LinkedInExperience: CX Quality Manager · Lifeforce
CX Quality Manager at Lifeforce since 2025, where the profile says Ross builds and owns the CX QA program, designed an end-to-end AI-enabled QA framework across voice, chat, email and digital channels, and defined quality standards, scoring models and CX metrics. Former CX Supervisor UK & Apostrophe at Forhims.com (2021–2025).
Choose the right perspective
Match the person's channel mix and team setup to yours, since reviewing phone calls in a large contact center differs from scoring chat and email tickets at a startup support team. Also decide whether you need someone who built a QA program from nothing or someone who scaled and standardized an existing one.
Questions to take into the conversation
- 01How did you design your QA scorecard, and which criteria did you drop after seeing how they affected agent behavior?
- 02How do you calibrate reviewers so different evaluators score the same interaction the same way?
- 03How do you connect QA findings to customer satisfaction and to coaching, so the program changes outcomes rather than just reporting scores?
Reaching customer support quality assurance experts
How can I contact one of these customer support quality assurance experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 10 companies, including Bilt, Upwork and Headway, based on profile data retrieved on October 4, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach customer support quality assurance experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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