QA Specialist

About the role

The Quality Assurance Specialist ensures the highest level of service quality by monitoring and evaluating customer interactions across phone, email, and chat. Working closely with the customer service team, you will drive continuous improvement and uphold best‑practice standards.

Key responsibilities

• Identify improvement areas in support processes and recommend changes to management.
• Develop and implement QA programs and initiatives to boost customer satisfaction.
• Conduct regular audits of customer interactions and provide actionable feedback.
• Analyze customer feedback to spot trends and devise solutions.
• Collaborate with stakeholders to standardise service practices.
• Maintain QA reports and metrics to track performance.
• Participate in training initiatives to raise team competency.
• Monitor interactions for selected clients or as required to ensure quality standards.

Required profile

• Bachelor’s degree in Quality Management, Engineering or a related field.
• At least 1 year of experience as a Quality Assurance specialist in a call‑center or customer‑service environment.
• Advanced English proficiency (C1/C2).
• Familiarity with regulatory requirements and industry standards is a plus.

Required skills

• Experience with QA platforms such as Zendesk QA, Playvox, Scorebuddy or Maestro.
• Knowledge of AI and automation tools to enhance QA processes.
• COPC certification (strong plus).