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Quality Assurance Specialist

Beograd, Srbija (Remote)

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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!

Quality Assurance Specialist

Prijavi se na konkurs
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Quality Assurance Specialist

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