Quality Assurance Manager

Job Summary

A company is looking for a Quality Assurance Manager in Customer Success.

Key Responsibilities:

• Monitor and evaluate employee performance through call analysis and compliance checks
• Analyze customer complaints to identify root causes and propose improvements
• Conduct mystery shopper tests and provide feedback for employee development

Required Qualifications:

• 2+ years of experience in quality control, customer experience, or call center auditing
• Experience with call evaluations or mystery shopper programs is a plus
• Upper-Intermediate English level or higher; fluent Russian is an advantage
• Strong analytical skills
• Ability to provide constructive feedback