Job description
About Fubo:
With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.
We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level.
Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
About the Role:
*THIS IS NOT A SOFTWARE ENGINEERING QA ROLE!*
The Quality Assurance (QA) Coordinator for Customer Care at Fubo is responsible for our quality assurance program across all customer service channels—voice, chat, email, and social. This role plays a critical part in ensuring the Fubo support experience is consistent, efficient, and aligned with company values. Using a combination of AI-enabled QA tools and traditional human evaluations, the QA Coordinator will assess agent performance, surface insights from customer interactions, and will work cross-functionally to improve service quality and customer satisfaction. The successful candidate will bring rigor, organization, and a passion for delivering actionable feedback that drives continuous improvement across both internal teams and BPO partners in the Philippines and Colombia. This position reports directly to the Director of Training and QA.
Job Responsibilities:
- Manage daily QA operations across all customer interaction channels, including AI-assisted scoring and manual evaluations, ensuring adherence to Fubo’s quality standards.
- Support the QA team (internal and vendor-based) in meeting review quotas and productivity targets.
- Conduct and facilitate evaluation processes, including regular calibration sessions to ensure consistency between human and AI evaluations.
- Analyze QA data and identify trends to recommend process improvements, training opportunities, and updates to knowledge bases.
- Produce regular QA reports highlighting trends, insights, and actionable recommendations for leadership and training teams.
- Collaborate with Training and Care leadership to align QA findings with training roadmaps, coaching priorities, and support for new product launches.
- Maintain and improve QA documentation, scorecards, and methodologies to ensure efficiency and thoroughness.
- Responsibilities may change to align with evolving business priorities and needs.
Qualifications:
Required:
- 2+ years in a quality assurance role for a customer contact center.
- Strong understanding of customer service performance metrics and call/chat QA best practices.
- Experience using QA and CS tools such as Zendesk and NICE InContact
- Analytical mindset with strong Excel/Google Sheets and dashboard reporting skills.
- Experience supporting and assisting QA analysts or quality reviewers.
- Excellent written and verbal communication skills; ability to deliver coaching insights with clarity and diplomacy.
- Familiarity with AI-driven QA evaluation platforms and conversational analytics tools is preferred.
- Highly organized with attention to detail and ability to manage multiple concurrent tasks and timelines.
- Comfortable operating in a fast-paced, remote environment.
- Occasional international travel (<10%)
- Experience working with offshore or nearshore BPOs.
Preferred:
- Experience in a subscription-based service or streaming media environment.
- Bilingual (English/Spanish)
Perks & Benefits:
- At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
- Fubo provides a highly competitive compensation based on experience and market standards
- Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
- Free Premium Fubo Account
- Unlimited PTO days and regular company-wide activities.
- Fubo’s main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
- Fubo is an e-verified company
Fubo’s base salary for this role is $60,000 per year. Additionally, this role is eligible to participate in Fubo’s equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits. The final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.
