Quality Control Specialist

⭐️ CoreStar is a dynamic technology company supporting partners in heavy-load industries with high-performance solutions. Our expert teams bring a startup-driven mindset, focusing on innovation, collaboration, and efficiency in every project. At CoreStar, you’ll have the opportunity to grow your skills, tackle exciting challenges, and directly contribute to impactful products.

Project:

We are seeking a detail-oriented Quality Assurance Specialist to monitor and enhance the quality of our customer support team. This role is critical in maintaining exceptional service standards and monitoring the performance of both agents and shift leaders.

Quality Monitoring & Assurance:

• Monitor and evaluate customer interactions across multiple channels (chat, email, tickets, Slack communications)
• Conduct regular quality assessments of different language-speaking agents using AI tools and established scoring criteria
• Review Zendesk reports and analyze support metrics to identify trends and areas for improvement
• Maintain quality assurance documentation and provide detailed feedback reports

Performance Monitoring:

• Monitor and evaluate shift leaders' performance including team productivity, schedule adherence, escalation handling, and team management effectiveness
• Track KPIs for both agents and shift leaders, identifying performance gaps and improvement opportunities
• Conduct calibration sessions to ensure consistency in quality evaluations

Reporting & Analysis:

• Prepare comprehensive weekly and monthly quality reports for management and CEO
• Provide actionable insights based on quality data and customer interaction analysis
• Identify systematic issues and recommend process improvements

Coaching & Feedback:

• Deliver constructive feedback to agents and shift leaders through one-on-one coaching sessions
• Collaborate with the training team to address skill gaps and development needs
• Participate in performance review processes

📌Requirements:

• Minimum 2 years of experience in Quality Assurance within a customer support or contact centre environment
• Fluent in English (written and spoken)
• Experience with Zendesk or similar customer support platforms
• Proven ability to analyze data and generate meaningful insights
• Excellent attention to detail and analytical thinking

📌Preferred Qualifications:

• Experience monitoring multilingual support teams
• Familiarity with quality frameworks and scoring methodologies
• Strong communication and coaching skills

📌Key Competencies:

• Objective and fair evaluation capabilities
• Strong written and verbal communication
• Critical thinking and problem-solving
• Time management and organizational skills
• Diplomatic approach to delivering feedback

📌 Benefits:

• 18 non-service delivery days per year;
• Full paid onboarding and continuous training;
• Competitive salary, reviewed annually.
• Birthday presents from the company;
• Compensation for English and Greek language classes (partially paid by the Company after 3 months of service)

Join us and be one of the Core Stars! ⭐

Originally posted on Himalayas