QA Specialist - Customer Interactions

QA Specialist - Customer Interactions

About The Job

Please keep in mind that this position is related to Quality Assurance in regards to interactions with customers.

The Quality Assurance Specialist is responsible for ensuring the highest level of service quality by monitoring and evaluating customer service interactions, coordinating the application of the QA processes (i.e., calibrations, disputes, coaching), identifying areas for improvement, and implementing best practices to enhance the customer experience.

Shift: 15:00 - 00:00 CET/CEST with Saturday and Sunday off.

Responsibilities

• Identify areas for improvement in customer service/support processes and procedures and make recommendations to management for changes.
• Develop and implement quality assurance programs and initiatives to enhance the customer experience and ensure customer satisfaction.
• Conduct regular audits of customer service/support interactions evaluations and provide feedback to evaluators and team members to improve their performance.
• Analyze customer feedback and identify trends and patterns to develop solutions to common issues and challenges.
• Work closely with the customer service/support team, management, and other stakeholders to implement best practices and improve customer service processes and procedures.
• Develop and maintain quality assurance reports and metrics to track performance and identify areas for improvement.
• Collaborate with other departments to ensure consistency in customer service/support practices and procedures.
• Participate in training and development initiatives to ensure that team members have the skills and knowledge necessary to provide high-quality customer service.
• Monitor and evaluate customer service interactions (including phone calls, emails, and chats) for some clients or when required, to ensure that quality standards are met.
• Exhibit a proactive mindset focused on innovation and continuous improvement, actively pursuing creative and strategic solutions to elevate QA practices and streamline processes, while maintaining curiosity and engagement with new tools, techniques, and industry trends.

About You

• Bachelor's degree in a relevant field (e.g., Quality Management, Engineering, or a related discipline).
• Minimum 1 year of experience as a Quality Assurance specialist or a similar role in the customer service/call center industries.
• You speak English language at least at an advanced level (C1/C2).

Preferred Qualifications

• Knowledge of quality assurance platforms (e.g Zendesk QA, Playvox, Scorebuddy, Maestro)
• Knowledge of quality assurance systems, methodologies, and tools would be a plus.
• Familiarity with regulatory requirements and industry standards would be a plus.
• Ability to leverage AI and automation tools to improve QA processes, boost efficiency, and deliver more precise insights would be considered a plus.
• COPC certification would be a strong plus.

Technical Requirements

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency <120 ms, internationally
• A minimum of 8 GB RAM
• Windows 11 (All editions except Windows S Mode), or macOS 13.0 or newer
• A processor with a CPU Mark of at least 7368, like Ryzen 3 4300U, or stronger (Has to be 8th Gen Intel or above, if Ryzen, 2nd Gen or above)
• An Integrated Graphics card.
• 2 Monitors
• A smartphone usable for two-factor authentication that runs at least: Android 10.0 or newer, Apple iOS 16.0 or newer

We Offer

• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients.
• A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness.
• Innovative digital tools, and continuous opportunities for learning and development.
• Access to Udemy Business for learning and development.
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.

Key skills/competency

• Quality Assurance
• Customer Service
• Auditing
• Process Improvement
• Customer Experience
• Data Analysis
• Performance Monitoring
• Call Center Operations
• Quality Management
• Communication