Quality Assurance Specialist

The Quality Assurance Specialist plays a key role in ensuring that contact center services consistently meet company quality standards and exceed customer satisfaction expectations. This position is responsible for monitoring and evaluating quality-related tasks, delivering clear and constructive feedback, and driving continuous quality improvement initiatives that enhance both performance and customer experience.

If you are motivated by working in a dynamic environment, have a passion for quality, training, and employee development, and want to actively contribute to improving business results and customer experience, take a look at the main duties and responsibilities:

• Ensuring continuous monitoring and improvement of service quality across all contact center operations

• Proposing and implementing preventive and corrective measures to enhance service performance

• Collaborating with cross-functional contact center teams to support the development of new products, services, and training methodologies

• Maintaining effective communication with clients and internal teams to understand needs, resolve issues, and meet customer expectations

• Developing, updating, and enforcing quality assurance policies and procedures

• Monitoring customer complaints and procedural non-compliance, recommending corrective actions and improvement plans when needed

• Identifying, evaluating, and applying industry trends and best practices aligned with company and client values to drive service excellence

• Collecting and tracking service quality metrics and performance statistics

• Analyzing quality data to identify opportunities for continuous improvement

• Preparing and delivering timely, accurate, and relevant quality reports to stakeholders

 What we expect from you:

• At least 1+ years of previous quality assurance experience, preferably within a contact center environment
• Proficiency in English language
• Familiarity with quality monitoring tools and methodologies
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office Suite and quality management software.

What you will get from us:

• Remote model of work (1 week of training from the office, New Belgrade)
• Opportunity to develop skills through paid training
• Work in a large, international team
• Private health insurance
• Benefit package available to all our employees (free day and gift books for a birthday, FitPass, discounts with our partners from different industries...)

If you are ready to take on a new role and challenge yourself, apply and join our team!

Only shortlisted candidates will be contacted. Good luck!