Customer Support QA Specialist

2 Months ago • 1 Years + • Quality Assurance

Job Summary

Job Description

The Customer Support QA Specialist will monitor customer support interactions via chats and emails to ensure quality standards and policies are met. They will provide structured feedback to agents, identify areas for improvement, and analyze customer inquiries to enhance service quality. This role involves creating reports on key metrics, collaborating with the customer support team on best practices, and staying updated on products and services. The specialist will contribute to developing and improving customer support monitoring processes. The ideal candidate should have experience in customer service, possess strong analytical skills, and be proficient with reporting tools. They should also have excellent organizational skills and the ability to provide constructive feedback.
Must have:
  • Experience in customer service, with at least 1 year in a QA role
  • Strong analytical skills to assess data and provide actionable insights
  • Experience with reporting tools like Excel or Google Sheets
  • Proficiency in evaluating and improving customer service processes
  • Advanced or upper-intermediate English proficiency
Good to have:
  • Strong organizational skills to manage multiple evaluations and reports
  • Excellent attention to detail for accurate feedback and assessments
  • Ability to provide constructive feedback professionally and effectively
  • Proactive problem-solving skills to address service gaps
  • Adaptability to a fast-paced environment
  • Ability to work independently and as part of a team

Job Details

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.

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About The Company

Here at GROWE, we operate boldly in the iGaming and Entertainment industries, uniting brands worldwide and gathering expertise from diverse markets.

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