Customer Support Quality Specialist

• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures;

• Document and offer feedback according to the given standards of QA team;

• Collaborate with the support team to establish best practices and set measurable performance goals;

• Create, compile, and present regular reports on key customer support quality metrics;

• Develop detailed reports on agent performance, customer feedback, and overall quality trends;

• Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan;

• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center;

• Identify and participate in the design and improvements of the monitoring process;

• Collaborate with other Customer Support professionals to improve overall customer service.

• Advanced or Upper-intermediate English verbal and written proficiency;

• Fluent in Spanish;

• Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;

• Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;

• Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software.

• Self-motivated, able to learn and work independently in global teams;

• Ability to communicate with discretion and professionalism when confidentiality is needed;

• Proactivity;

• Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members.

• 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.