Role Overview

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Timeleft is on a mission to fight loneliness by bringing strangers together through shared experiences, connecting people across 200+ cities in 52 countries. Behind every dinner, every match, and every message is a Customer Experience team making sure people feel safe, heard, and looked after — increasingly supported by AI as we scale.

As our QA Analys, you’re the objective eyes on quality across Customer Support and Trust & Safety, covering both human agents and AI‑assisted responses. You review interactions, score them against clear standards, run calibration sessions, and turn what you find into trends and improvements that raise the bar across the team. Your work directly shapes how much our community can trust every interaction they have with Timeleft.

Quality Assurance (Human)

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- Conduct regular ticket quality reviews across Customer Support and Trust & Safety, assessing tone, accuracy, policy adherence, and resolution quality.




- Score and document reviews consistently, maintaining clear QA scorecards and records (target QA review rate ≥5% of transactions).
- Hold regular calibration sessions with the Managers and Team Leads to agree scoring standards, and periodically re‑check past reviews to keep their own scoring consistent over time.

Quality Assurance (AI)

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- Review the quality of AI‑assisted and automated responses across support and moderation, assessing accuracy, tone, policy adherence, and appropriateness.
- Identify and flag AI errors, incorrect tagging, hallucinations, or unsafe outputs, and feed them back to the CX leadership to improve prompts, automation rules, and safeguards.
- Track AI response quality over time as automation scales, helping ensure it stays trusted and reliable.

Insight & Coaching Support

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- Surface coaching opportunities, quality trends, and recurring risk patterns to Team

📌 Qa Analyst (Alicante (Alacant))
🏢 Timeleft
📍 Alicante (Alacant)