QA Specialist

This is a fully remote position, open to applicants in Albania.

📋 Description

• Oversee and assess customer service interactions to guarantee top-notch service quality.

• Manage QA processes including calibrations, disputes, and coaching efforts.

• Recognize areas for enhancement in customer service/support processes and suggest improvements to management.

• Create and execute quality assurance programs and initiatives.

• Perform regular audits of customer service interaction evaluations and offer constructive feedback.

• Examine customer feedback to discern trends, patterns, and solutions to recurring issues.

• Collaborate with customer service/support teams, management, stakeholders, and other departments.

• Compile and sustain quality assurance reports and performance metrics.

• Engage in training and development programs.

• Monitor phone calls, emails, and chats for specific clients or as needed.

• Drive innovation, continuous improvement, creative solutions, and streamline processes.

⛳️ Requirements

• Must reside in: Albania, Algeria, Indonesia, Kazakhstan, Kosovo, Nigeria, North Macedonia, Philippines, South Africa, Sri Lanka, Tunisia, Uzbekistan, or Vietnam.

• Bachelor's degree in a pertinent field, such as Quality Management, Engineering, or a related area.

• At least 1 year of experience as a Quality Assurance specialist or in a comparable role within the customer service/call center sectors.

• Proficiency in English at an advanced level (C1/C2).

• Fixed availability from 09:00 to 18:00 CET/CEST.

• Minimum internet speed of 10 Mb/s for download and 10 Mb/s for upload, with international latency under 150 ms.

• At least 8 GB RAM.

• Operating system: Windows 11 (all editions except Windows S Mode) or macOS 13.0 or newer.

• Processor with a CPU Mark of at least 7368, such as Intel i5-8300H or superior; 8th Gen Intel or higher, or 2nd Gen Ryzen or above.

• Integrated graphics card required.

• Two monitors needed.

• Smartphone capable of two-factor authentication running Android 10.0 or newer, or Apple iOS 16.0 or newer.

• Familiarity with quality assurance platforms such as Zendesk QA, Playvox, Scorebuddy, or Maestro is preferred.

• Knowledge of quality assurance systems, methodologies, and tools is preferred.

• Awareness of regulatory requirements and industry standards is preferred.

• Ability to utilize AI and automation tools is preferred.

• COPC certification is preferred.

🏝️ Benefits

• A diverse and inclusive culture with individuals from over 80 countries, speaking more than 25 languages.

• Access to innovative digital tools.

• Ongoing opportunities for learning and professional growth.

• Engaging employee activities for fun and connection.

• Involvement in 5CA employee-led communities such as 5CA Connect, Pride, 5CA Gamers, and Women of 5CA.