Job Type
Full-time
Description
Role Overview
The
Business QA is responsible for
end-to-end quality assurance across the entire Lofty operation, focusing on
process optimization, alignment, and performance measurementrather than team-level QA. This role ensures that workflows, standards, and success metrics are
consistent, effective, and scalableacross
TSR, MLS, SMBCSM, with close collaboration with
Enterprise and Onboardingteams.
This is a
non-people-managing, non-training QA role. The focus is on
identifyinggaps, defining quality standards, measuring outcomes, and driving continuous improvement at the business level.
Key Responsibilities
Business-Wide Quality Assurance
- Design and maintain QA frameworks and quality standardsapplicable across all Lofty functions (TSR, MLS, SMB CSM, Enterprise touchpoints, Onboarding).
- Ensureprocess consistency and alignmentacross teams, regions, and customer journeys.
- Act as thesingle source of truth for quality definition and measurementfor Lofty.
Process Optimization & Gap Identification
- Conduct regularprocess audits and quality reviewsto identify inefficiencies, risks, and breakdowns.
- Analyze handoffs between teams (e.g., Onboarding TSR, TSR MLS, SMB Enterprise) to reduce friction and errors.
- Recommend and documentprocess improvements, controls, and corrective actions.
Quality Metrics & Success Measures
- Definequality success metrics(beyond individual agent QA scores), including process adherence, accuracy, rework rates, escalation drivers, and customer impact.
- Develop dashboards and reports that clearly showwhere quality is succeeding or failing across the business.
- Track trends and provide insights to leadership for decision-making.
Cross-Functional Collaboration
- Partner withOperations, Product, Enterprise, and Onboardingteams to align quality standards with business goals.
- Support leadership initiatives by providing QA insights during changes, rollouts, or scaling efforts.
- Act as a neutral QA authorityfocused onprocess integrity, not policing individuals.
Documentation & Governance
- Ensure key processes, workflows, and quality standards areclearly documented, updated, and governed.
- Validate that documented processes reflect actual operations and recommend updates when gaps are identified.
- Support compliance and audit readiness through strong QA documentation.
Requirements
Required Qualifications
- 3+ years of experience inQuality Assurance, Process Improvement, or Business Operations QA
- Strong background inprocess mapping, gap analysis, and quality measurement
- Experience working acrossmultiple operational teams(customer support, sales, onboarding, enterprise, etc.)
- High analytical capability withdata-driven QA reporting
- Strong documentation and stakeholder communication skills
- Experience in SaaS, marketplace, or platform-based operations is a plus
Success in This Role Looks Like
- Clear, aligned processes across all Lofty operations
- Reduced rework, escalations, and operational friction
- Leadership visibility intotrue quality health of the business
- QA seen as astrategic enabler, not a compliance function
