Quality Assurance Specialist – Customer Experience

About the role

The Quality Assurance Specialist for Customer Experience will be the benchmark for how our support team interacts with customers. Working remotely, you will audit tickets, call recordings and chat transcripts, score agents against defined rubrics, and provide actionable feedback to continuously raise the quality of service.

Key responsibilities

• Audit a daily quota of email tickets, phone calls and live chats from both Customer Service and Sales teams.
• Score each interaction on accuracy, tone, empathy, policy compliance and resolution completeness using established QA rubrics.
• Produce weekly feedback reports for agents and team leads, highlighting critical violations such as incorrect refunds or compliance breaches.
• Maintain and update QA scorecards to track quality trends over time.
• Participate in calibration sessions to ensure scoring consistency across evaluators.
• Identify systemic issues (script gaps, unclear policies, recurring errors) and present data‑driven recommendations to management.

Required profile

• Minimum 2 years experience in quality assurance, compliance or customer‑service supervision.
• Strong analytical ability to detect patterns in qualitative data and translate them into measurable metrics.
• Excellent written communication skills for delivering clear, actionable feedback.
• Objectivity and consistency when evaluating agents, regardless of team or seniority.

Required skills