QA Analyst

hace 2 semanas

Desde casa, México Hearth A tiempo completo

About Hearth

Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we're building the essential operational financial infrastructure to power the next generation of small businesses.

Current Metrics:

  • $26M Annual Recurring Revenue (ARR)
  • 30%+ Year-over-Year Growth
  • 12,000+ Contractors Served
  • $4B+ Annual Transaction Volume
The Opportunity

We have just launched Hearth AI Receptionist—an LLM-powered call-handling agent that answers the phone 24/7, books jobs, and syncs every detail back to our CRM. To keep raising the bot's containment rate, accuracy, and customer delight, we need a detail-obsessed Quality Assurance Analyst who will:

  • Audit real customer calls and transcripts every day.
  • Surface bugs, mis-routes, hallucinations, and UX friction the moment they appear.
  • Translate raw call data into crisp product insights and prioritized fixes for our engineers and PMs.
  • Own the feedback loop that makes our conversational AI smarter week after week.

What You'll Do

  • Review & annotate calls – Score 150–200 calls/week against a rubric (intent detection, booking accuracy, brand tone, compliance).
  • Write clear tickets – Reproduce issues with call IDs, transcripts, and suggested prompts or flow tweaks.
  • Curate training data – Flag high-quality examples and edge cases for fine-tuning our LLM and speech models.
  • Partner cross-functionally – Present weekly findings to Product, Data Science, and Customer Success; join sprint retros to ensure fixes land.

Who You Are

  • 1-2+ years in conversation-QA, CX analytics, or contact-center QA
  • Comfortable with GenAI concepts (LLMs, prompt engineering, speech-to-text).
  • Impeccable attention to detail—hear the nuance in a contractor's accent and spot a mis-tagged intent.
  • Storyteller who can turn messy call logs into a one-page executive summary.
  • Bonus: experience in home-services, SaaS, or voice UX design.

Benefits

  • Mission-driven, values-based culture.
  • Competitive pay.
  • Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup

More About Us

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.

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