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Quality Assurance Analyst

Twilio Full-Time  United States 2 Apr 2022

Job Description

Quality Assurance Analyst

Location: Denver, Colorado

See yourself at Twilio.

Join the team as our next Quality Assurance Analyst in the Support Strategy & Enablement team.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we’re headquartered in San Francisco, we’re on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

Twlio is seeking a Quality Assurance (QA) Analyst to join our Support Strategy & Enablement team. The QA Analyst will monitor customer interactions to assess engineer’s demeanor, technical accuracy, customer service performance, & conformity to company policies & procedures. They will assist in developing, creating & implementing processes & procedures to enhance the overall Twilio customer’s experience. The successful candidates will be customer obsessed, detail oriented, driven, have great problem-analysis and solving skills & thrive in an environment that welcomes change.


In this role, you will:

  • Analyze engineer performance data to identify best practices, trends, and coaching opportunities.
  • Review and score interactions using our QA form.
  • Provide accurate and timely reports to multiple departments and teams.
  • Coordinate and facilitate calibration sessions.
  • Provide feedback directly to engineers, team leads, and managers to improve performance.
  • Build strong relationships with engineers, team leads, and managers.


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!


  • Business degree, CS degree or equivalent.
  • 1 or more years experience in a Quality Assurance Analyst role.
  • Ability to maintain confidentiality and discretion in business relationships and exercise sound business judgment.
  • You have experience in working with tools like Zendesk, G Suite or any comparable systems.


  • Passion for user experience with great attention to detail.
  • Effective organizational and time management skills with the ability to work under pressure and adhere to deadlines.
  • Constant focus on identifying opportunities for improvements to work tools and processes.
  • Strong communication and interpersonal skills; able to work with team members at all levels within the organization.
  • Excellent written and verbal communication skills.
  • You’re a learner and collaborator at your core, you innovate, iterate and share knowledge and/or best practices to help the broader team succeed.


This role will be remote, in the USA.

Minimal to no travel is required.

What we offer

There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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