Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

As the Quality & Training Lead on our Voice of Customer and Quality team, you’ll play a key role in ensuring our customer support agents deliver exceptional, consistent experiences across every channel. You’ll design and deliver training for back-of-house (BOH) tools, copilots, and workflows, helping agents resolve issues faster and with higher accuracy. You’ll also lead our Quality Assurance program which will own tracking, scoring, and improving both Human and AI-assisted support interactions to raise the bar for every customer touchpoint.

This role is for someone who thrives at the intersection of teaching, process improvement, and quality management. You’ll collaborate closely with Support Delivery, Technical Support, and Product teams to create clear SOPs, refine workflows, and identify where targeted training or quality initiatives can have the biggest impact.

How you’ll make an impact:

• Develop and deliver training programs, back of house tools, AI copilots, and internal workflows to increase agent efficiency and resolution speed

• Refine and document SOPs, escalation paths, and workflows to address customer pain points and streamline the agent experience.

• Establish, manage, and continuously improve a QA program that evaluates agent performance across all support channels.

• Analyze QA data to identify trends in customer sentiments, performance gaps, and opportunities for improvement.

• Collaborate with cross-functional teams to embed quality and training feedback into product and process updates.

• Create and maintain training materials, job aids, and reference guides to support ongoing agent and co-pilot development.

• Support onboarding of new agents and ensure smooth ramp-up into live support environments.

The Skillset

• 3+ years leading QA, training, or learning & development within a support or operations environment.

• Comfortable analyzing performance metrics, identifying trends, and translating insights into action plans and customer stories.

• Experience building, training, or assessing AI agents/copilots to improve workflow efficiency and interaction quality.

• Strong experience designing and delivering training for tools, processes, or workflows.

• Knowledge of quality assurance methodologies and best practices in customer support.

• Skilled in using support platforms such as Salesforce Service Cloud, Zendesk, or similar tools.

• Strong collaboration skills and the ability to influence without direct authority.

• Bonus: Experience with e-learning platforms, LMS administration, or QA software tools.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe 90-day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90-day plan you will receive if you were to be hired at Flock Safety.

The First 30 Days

• Learn our support ecosystem, tools, and existing QA/training methods.

• Sha