Customer Support Quality Assurance (QA) Specialist [3 Days Left]

Customer Support Quality Assurance (QA) Specialist

We are looking for a Customer Support QA Specialist to ensure our support interactions meet the highest standards of accuracy, professionalism, and customer satisfaction. In this role, you'll evaluate customer interactions, deliver actionable feedback to support agents, and contribute to continuous process improvement. This position is ideal for someone with a keen eye for detail, strong analytical skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities

Quality Audits & Evaluation

- Audit support interactions across channels (email, chat, phone) for tone, accuracy, and effectiveness. - Ensure compliance with internal quality standards and client expectations. - Provide structured feedback to support agents to improve performance and consistency.

Reporting & Metrics

- Track QA metrics such as CSAT, NPS, and First Contact Resolution. - Analyze support data to uncover trends, recurring issues, and process gaps. - Share insights and performance reports with management for strategic improvements.