Quality Control Specialist $$ Offline

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.
 

EverHelp is a company in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we've experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.
 

We’re actively looking for a QC Agent to strengthen our service quality, standardize support team operations, develop agents, and improve the overall user experience.
 

Your future responsibilities include:

• Maintain and develop the knowledge base: update content, conduct audits, and implement standards.
• Monitor the support team’s performance: evaluate tickets and chats, identify mistakes, risks, and fraud scenarios.
• Conduct group and 1:1 coaching sessions, training for new agents, and provide constructive feedback.
• Create and maintain checklists, quality criteria, and process standards.
• Analyze cases related to games, payments, bonuses, and KYC/AML, and suggest improvements.
• Contribute to product development, user flows, and overall user experience.
• Support the team in daily operational tasks.
   

Needed experience & skills:

• 1+ year of experience in Customer Support or Quality Control.
• English level — C1.
• Strong analytical thinking and ability to build processes from scratch.
• Experience with CRM and Helpdesk tools (Zendesk, Freshdesk, Intercom, etc.).
• High attention to detail and ability to spot inconsistencies in communication and logic.
• Ability to handle complex cases, identify root causes, and explain solutions clearly.
• Able to explain complex things in a simple and structured way.
• Self-organized, responsible, good at time management, and stress-resistant.
• Proactive and initiative-driven.
   

Nice to have skills:

• Experience with QC tools (Kaizo, MaestroQA, Playvox, Scorebuddy, Klaus).
• Skills in Notion, Confluence, Figma, Miro.
• Knowledge of Google Sheets, Canva, or similar tools.
   

Work with EverHelp is about:

• 20+ vacation days and unlimited sick leaves,
• Ability to work fully remotely,
• A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level,
• Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.
   

Submit your resume and join our team!