Customer Support QA Specialist

Growe welcomes those who are excited to:

• Monitor daily customer support interactions across chats and emails to ensure compliance with Growe’s quality standards and policies;

• Provide structured and constructive feedback to customer support agents based on quality assurance (QA) evaluations;

• Identify areas for improvement in agent performance and develop action plans for continuous development;

• Analyze customer inquiries, identifying trends and recurring issues to enhance service quality;

• Create and maintain reports on key quality assurance metrics, such as customer satisfaction scores and resolution effectiveness;

• Collaborate with the customer support team to implement best practices and establish measurable performance goals;

• Work closely with leadership to refine QA standards and ensure alignment with company objectives;

• Contribute to the development and continuous improvement of customer support monitoring processes;

• Maintain up-to-date knowledge of Growe’s products and services to ensure accurate evaluations and feedback.

We need your professional experience:

• Experience in customer service, with at least 1 year in a quality assurance or specialist role;

• Strong analytical skills to assess data, identify trends, and provide actionable insights for improving customer interactions;

• Experience with reporting tools such as Excel, Google Sheets, PowerPoint, or specialized QA reporting software;

• Proficiency in evaluating and improving customer service processes;

• Advanced or upper-intermediate English verbal and written proficiency.

We appreciate if you have these personal features:

• Strong organizational skills to manage multiple evaluations and reports simultaneously;

• Excellent attention to detail to ensure accuracy in feedback and assessments;

• Ability to provide constructive feedback professionally and effectively;

• Proactive problem-solving skills to identify and address service gaps;

• Adaptability to a fast-paced environment and evolving customer needs;

• Ability to work independently and as part of a team in a remote or office setting.

We are seeking those who align with our core values:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

• DRIVE RESULT OVER PROCESS: We set ambitious, clear, and measurable goals that align with our strategy and drive Growe to success;

• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.