Seeking Contractor to Rebuild and Enhance QA Program for Fi’s CX Team Through 2026

I'm VP CX at Fi (pet tech, GPS smart collars). I've stood up multiple versions of a QA program here and I'm honestly frustrated — it still feels like a box we check rather than something that actually upskills the team. We're on Level AI Instascore, but it runs on ~30% of conversations and the sprint workflows are too clunky to use systematically. I want to bring in a contractor (with potential for this turning into a full time gig) for two things through the end of 2026: 1. Rebuild our QA program from scratch • Push us toward ~100% oversight across human and AI-handled conversations • Design clean sprint workflows tied to training refreshes, new product launches, and process rollouts • Smart use of AI for sampling and grading, with the right amount of human review • Feedback loops back into training and content *2. Maintain our content & training function* while our manager is on planned leave — LMS, knowledge base, agent enablement. Ideal person: real reps building (or rebuilding) a QA program that actually changed how agents performed — not just produced reports no one reads. DM me if this sounds like you or someone in your network.