Customer Support QA Specialist

• Monitor and evaluate Customer Support interactions (chat, email, calls) to ensure alignment with Growe’s quality standards and operational policies;

• Provide structured and constructive feedback to agents, fostering continuous improvement in service delivery;

• Create and maintain quality reports reflecting agent performance, key metrics, and improvement trends;

• Collaborate with the QA, Customer Support, and Training teams to define evaluation criteria and identify areas for development;

• Participate in calibration sessions and contribute to the creation of consistent QA processes across LATAM;

• Support documentation and updates of QA guidelines, SOPs, and best practices;

• Analyze results to propose data-driven action plans and enhance agent performance;

• Contribute to the implementation of a feedback-driven culture across the Customer Support team.

• 1+ years of experience in Customer Support, Quality Assurance, or a similar operational role;

• Proven ability to assess service quality, identify improvement areas, and communicate clear feedback;

• Experience in preparing and analyzing reports through tools such as Google Sheets or Excel;

• Strong written and verbal communication skills with attention to detail;

• Familiarity with customer service platforms such as Intercom (nice to have), and collaboration tools like Google Workspace and Slack;

• Advanced or upper-intermediate level of English (written and spoken);

• Fluent level of Spanish;

• Experience in data interpretation, productivity tracking, and performance measurement is a strong advantage.

• Detail-oriented, analytical, and curious – you spot patterns and take initiative to resolve them;

• Open and transparent communicator who values constructive feedback;

• Self-driven, proactive, and capable of working independently;

• Comfortable in a fast-paced, multicultural environment;

• Flexible and adaptable – able to handle evolving tasks and priorities;

• Collaborative and empathetic – motivated to improve both processes and people.

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);

• Performance-Driven Rewards;

• Dynamic Work Environment.

Apply, and let your growth journey begin.