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Quality Control Specialist

Czech republic - Brno
Career Level:
Experienced (Non-Manager)
High School or equivalent
Customer Care
Job type:

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Job Description:

Quality Control Specialist is responsible for Quality Control activities in internal and outsourced support teams. Cooperates with Support Team Managers/Coaches to assure that the interactions are evaluated in the desired quantity and quality. Owns the Quality Scorecard and suggests changes and improvements when needed.


You will be responsible for:

Owning the Quality Control process, assuring adherence to the process by all parties involved
Monitoring the overall Customer Care quality for in-house and outsourced teams
Participating in evaluations and calibrations, closely cooperating with all involved parties 
Identifying knowledge gaps and broken processes based on Quality Control results
Providing feedback about the quality level and suggesting further improvements
Acting as Customer Advocate – ability to see the issues that customers are facing and report this information to the rest of the department in an effective manner
Assisting with Customer Satisfaction survey form, reporting the results


What we require:

Fluent English

Experience in Customer Support environment

In-depth understanding of Quality Control programs including Quality monitoring, survey management, data analysis

Knowledge of MS Office suite

Interpersonal/Management skills: organized, independent, able to prioritize, excellent communication skills, quick learner

Able to motivate and engage the wider Quality Control team to strive for the common goal


What you can expect from us:

Great people and fantastic team atmosphere

Cooperation with colleagues across the globe

Above the standard working environment

Flexible working hours

Great benefits in Brno as well as in Prague

Attractive offer, based on experience