Quality Assurance Specialist

A dynamic and rapidly growing online international company is seeking a highly skilled Quality Assurance Specialist to join our team.

Responsibilities:
- Evaluate emails, calls, and chat interactions to ensure quality standards are met.
- Compile and analyze evaluation data, providing detailed reports and insights to improve customer support performance.
- Update and refine procedures based on evaluation findings to enhance efficiency and effectiveness.
- Collaborate on departmental projects, offering quality assurance expertise and insights.
- Integrate systems to streamline processes and enhance support capabilities.
- Conduct training sessions and feedback sessions for support team members.
- Handle escalated customer issues with professionalism and efficiency.

Skills/Requirements:
- Experience in the customer service industry, demonstrating a deep understanding of customer support principles.
- Proven analytical skills with a track record of effectively interpreting data and identifying trends.
- Hands-on experience in quality assurance, ensuring adherence to standards and protocols.
- Excellent interpersonal skills, with the ability to provide constructive feedback.
- Strong organizational skills and familiarity with goal-setting practices. Proficiency in data visualization techniques and understanding of support metrics. Understanding of basic business metrics and how support impacts overall performance.
- Ability to devise innovative strategies to enhance support quality through problem-solving. Fluency in English is essential; proficiency in other languages is a plus. Preferably, familiarity with Freshdesk suite administration at an advanced level.

We offer:
- Remotely-based position with the possibility of occasional international travel.
- Compensation package includes paid sick leave and vacation days.
- Contractor position (private entrepreneur)
- Flexible working hours

If you are a proactive and detail-oriented professional with a desire to make a significant impact, we want to hear from you!

About Binerals

Binerals is a fast-growing Ukrainian IT company that provides business solutions with a full development cycle.

Company website:
binerals.com

DOU company page:
https://jobs.dou.ua/companies/binerals/