Post Launch QA Analyst

The Opportunity

The $1.2T automotive industry is a pillar of American culture, representing nearly 5% of U.S. GDP and shaping how people live and move every day. At the center of this ecosystem are dealerships—trusted local businesses that help consumers navigate one of the most important purchases they make.

Today, the industry is at an inflection point. Consumers expect the same speed, personalization, and convenience they experience in modern digital-first industries. At the same time, tighter margins and rising costs are driving a need for operational efficiency beyond what traditional software can support. Together, these shifts create a powerful opportunity to reimagine how dealerships deliver seamless experiences and build lasting customer relationships.

Dealers who modernize how they communicate and operate will unlock efficiency, deepen loyalty, and win long-term relationships. It is time to upgrade automotive retail to the 21st century.

About Mia

Mia Labs is an investor-backed startup on a mission to modernize dealership operations and transform the automotive consumer experience. Our AI agent, Mia, turns every call or inquiry into an opportunity, improving customer satisfaction and dealership performance through automation that feels human. We are trusted by some of the nation's largest dealership groups and are rapidly scaling our team, product offerings, and customer base.

Who You Are

We're looking for a Post-Launch Quality Assurance Analyst to monitor live client calls, identify quality issues, and drive continuous improvement across our dealership network. You'll listen to real customer interactions, spot patterns in Mia's performance, analyze call data, and work with Support and Engineering to resolve issues and optimize configurations.

This is a great role for someone who enjoys analyzing real-world performance, has a keen ear for what makes a good customer experience, and wants to help shape how an AI voice assistant improves over time.

What You'll Do

• Listen to live and recorded calls across dealership clients to assess Mia's performance.

• Evaluate calls against quality standards: accuracy, tone, routing decisions, appointment handling, and customer experience.

• Flag urgent issues for immediate remediation while tracking trends over time.

• Spot recurring issues that indicate configuration problems, integration failures, or product gaps.

• Work with your manager to flag "at-risk" accounts based on quality trends before they become client complaints.

• Collaborate with Support to connect quality findings to Issue Reports and Tech Support tickets.

• Recommend configuration changes or prompt adjustments to improve Mia's performance.

• Partner with Engineering on product improvements informed by real call data.

• Contribute insights to product roadmap discussions based on frontline quality observations.

• Prepare quality reports and summaries for internal stakeholders and client reviews.

• Communicate quality findings clearly to Support, Implementation, and Account teams.

• Contribute to client-facing quality updates when requested by Customer Success.

• Maintain documentation on quality standards, scoring criteria, and known issues.

• Help build and maintain the quality monitoring playbook and scoring rubrics.

• Document common quality issues and their root causes for team reference.

• Suggest improvements to monitoring tools, dashboards, and workflows.

• Support training efforts by providing call examples and quality guidance to other teams.

What You'll Bring

• 2 - 5 years in quality assurance, call monitoring, customer experience analysis, or a similar role.

• Strong listening skills—you can hear subtle issues in a conversation and articulate why something didn't work.

• Analytical mindset: you look for patterns, not just individual problems.

• Clear written and verbal communication—you can explain quality issues to both technical and non-technical audiences.

• Comfort working with dashboards, call logs, and data to support your observations.

• Empathy for both the customer experience and the dealership staff Mia serves.

• Self-motivated: you can manage your own call review queue while flagging urgent items appropriately.

Nice to Have

• Experience in call center QA, speech analytics, or customer experience monitoring.

• Familiarity with automotive dealerships or service scheduling workflows.

• Experience with Jira, HubSpot, or similar ticketing/CRM tools.

• Background in conversational AI, IVR, or voice assistant technologies.

• Experience building or refining quality scorecards and evaluation criteria.

Why Mia

• Equity participation through stock options.

• Fully paid health, vision & dental insurance for employees.

• Flexible PTO and hybrid schedule (3 days / week in downtown Austin).

• Free lunches, paid parking, team events, and a casual, but get things done culture.

Compensation

• Compensation for this position will be competitive with current market rates and reflective of the candidate's experience, skills and qualifications.

Our Commitment

At Mia, we’re committed to a workplace where everyone is valued, included, and empowered to do their best work. Our strength comes from diverse experiences, perspectives, and skills, and we’re proud to be an equal opportunity employer.

Passionate about the role but don’t tick every box? We’d still love to hear from you, you might be exactly who we need.

Mia is an EVerify employer.