At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.
We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale.
Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.
Welcome to Preply’s Customer Care Quality Assurance team - the group responsible for ensuring high-quality support experiences and consistent performance across our customer care operations.
Our mission is to ensure every interaction meets a high standard of quality for our customers, while continuously improving how we operate and support our agents as we scale. As part of this, we are evolving our Quality Assurance function and investing in smarter, more efficient ways to measure and improve quality through automation and our AI-based QA tool.
If you’re excited about combining quality, data, and AI-driven improvements to shape how support teams perform and scale, this role is for you.
As a Quality Assurance Specialist, you will play a key role in maintaining and improving the quality of customer support by combining traditional QA practices with innovation through the AI QA tool.
You will audit interactions, identify performance gaps, and translate insights into actionable improvements for agents, processes, and tools -contributing directly to customer experience and operational excellence. At the same time, you will actively contribute to the development and optimization of our AI QA tool by refining prompts, improving workflows, and ensuring quality standards are consistently met at scale.
Conduct regular manual and AI assisted quality audits of customer interactions (chats, tickets) to ensure compliance with established QA criteria, company standards, and policy requirements
Own standards for AI assisted quality audits, including prompt refinement, structured feedback loops, and continuous improvement of the QA AI tool
Evaluate performance using the established QA scorecard and ensure consistent, fair application of scoring methodology
Drive improvements to AI tool logic, workflows, and outputs based on QA insights and performance analysis
Perform qualitative and quantitative data analysis to identify trends, performance gaps, and root causes impacting Customer Happiness, resolution quality, and overall support effectiveness
Monitor AI performance trends and proactively lead initiatives to improve accuracy, compliance, and customer experience
Provide structured, actionable feedback to agents through written reports and coaching sessions
Partner closely with Trainers, Team Leads, and CX stakeholders to translate QA insights into targeted improvement initiatives
Identify inefficiencies or gaps in QA workflows and proactively propose process improvements to increase impact and scalability
Continuously refine QA documentation, frameworks, and evaluation processes
Experience & Skills
2+ years of experience in Quality Assurance in Customer Support or a similar role, preferably in a fast-paced environment.
Strong understanding of QA methodologies, scorecards, and customer experience standards
Experience working with AI-assisted QA tools, including exposure to prompt refinement or AI workflow improvements
Strong analytical skills with the ability to interpret both qualitative and quantitative data and translate insights into actionable improvements
Experience optimizing QA workflows and driving continuous improvement initiatives
Collaborative mindset and experience working with cross-functional stakeholders (eg training, Ops, CX).
Strong communication skills and high attention to detail
Nice to have
Experience working within structured BPO / external vendor operating models (including quality reporting, vendor performance management)
Experience working with data visualization or reporting tools
Experience contributing to or owning improvements in QA scorecards, coaching frameworks, or evaluation methodologies
Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.
Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.
Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.
Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed-Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status.
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