Quality Control Specialist

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

📋 Description

• Oversee and assess customer interactions through chat, email, tickets, and Slack communications.

• Perform regular quality evaluations of agents utilizing AI tools and defined scoring criteria.

• Analyze Zendesk reports and support metrics to pinpoint trends and areas needing improvement.

• Maintain quality assurance documentation and generate comprehensive feedback reports.

• Supervise and assess the performance of shift leaders, including team productivity, adherence to schedules, escalation management, and overall team effectiveness.

• Track key performance indicators (KPIs) for agents and shift leaders, recognizing performance gaps and opportunities for enhancement.

• Facilitate calibration sessions to ensure uniformity in quality assessments.

• Prepare detailed weekly and monthly quality reports for management and the CEO.

• Offer actionable insights based on quality data and analyses of customer interactions.

• Identify systematic issues and suggest process enhancements.

• Provide constructive feedback through personalized coaching sessions.

• Work alongside the training team to address skill deficiencies and developmental needs.

• Engage in performance review processes.

⛳️ Requirements

• At least 2 years of experience in Quality Assurance in a customer support or contact center setting.

• Proficient in English (both written and spoken).

• Familiarity with Zendesk or comparable customer support systems.

• Demonstrated ability to analyze data and extract valuable insights.

• Exceptional attention to detail and strong analytical skills.

• Experience overseeing multilingual support teams.

• Knowledge of quality frameworks and scoring methodologies.

• Strong communication and mentoring abilities.

• Objective and impartial evaluation skills.

• Proficient in critical thinking and problem-solving.

• Effective time management and organizational capabilities.

• Diplomatic in delivering feedback.

🏝️ Benefits

• 18 non-service delivery days annually.

• Fully paid onboarding and ongoing training.

• Competitive salary, reviewed on an annual basis.

• Birthday gifts from the company.

• Reimbursement for English and Greek language classes, partially funded by the Company after 3 months of employment.