Quality Assurance Specialist

Job Summary

A company is looking for a Quality Assurance Specialist - Customer Support.

Key Responsibilities

• Conduct daily audits of resident interactions to ensure service excellence
• Identify knowledge gaps and process friction, translating them into development initiatives
• Maintain reporting that visualizes individual agent growth and overall team health

Required Qualifications

• Deep understanding of CX frameworks and KPIs (CSAT, FCR, QA scores)
• Experience as a Support Agent or Lead in a high-volume environment
• Ability to translate data into effective coaching for professional growth
• Proficient in modern CRM and Quality platforms
• Adaptable to a high-growth company environment