QA Specialist
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Job Description
QA Specialist monitoring customer support interactions for 5CA’s gaming, e-commerce, and tech clients. Improving QA processes, metrics, coaching, and customer experience.
Responsibilities:
- Monitor and evaluate customer service interactions to ensure high service quality
- Coordinate QA processes including calibrations, disputes, and coaching
- Identify improvement areas in customer service/support processes and recommend changes to management
- Develop and implement quality assurance programs and initiatives
- Conduct regular audits of customer service interaction evaluations and provide feedback
- Analyze customer feedback to identify trends, patterns, and solutions to common issues
- Collaborate with customer service/support teams, management, stakeholders, and other departments
- Develop and maintain quality assurance reports and performance metrics
- Participate in training and development initiatives
- Monitor phone calls, emails, and chats for selected clients or when required
- Pursue innovation, continuous improvement, creative solutions, and process streamlining
Requirements:
- Located in: Albania, Algeria, Indonesia, Kazakhstan, Kosovo, Nigeria, North Macedonia, Philippines, South Africa, Sri Lanka, Tunisia, Uzbekistan, or Vietnam
- Bachelor's degree in a relevant field, e.g., Quality Management, Engineering, or a related discipline
- Minimum 1 year of experience as a Quality Assurance specialist or in a similar role in the customer service/call center industries
- English at least at an advanced level (C1/C2)
- Fixed availability from 09:00 to 18:00 CET/CEST
- Minimum internet speed of 10 Mb/s download and 10 Mb/s upload with latency under 150 ms internationally
- Minimum 8 GB RAM
- Windows 11, all editions except Windows S Mode, or macOS 13.0 or newer
- Processor with a CPU Mark of at least 7368, such as Intel i5-8300H or stronger; 8th Gen Intel or above, or 2nd Gen Ryzen or above
- Integrated graphics card
- 2 monitors
- Smartphone usable for two-factor authentication running Android 10.0 or newer, or Apple iOS 16.0 or newer
- Knowledge of quality assurance platforms such as Zendesk QA, Playvox, Scorebuddy, or Maestro is preferred
- Knowledge of quality assurance systems, methodologies, and tools is preferred
- Familiarity with regulatory requirements and industry standards is preferred
- Ability to leverage AI and automation tools is preferred
- COPC certification is preferred
Benefits:
- A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages
- Innovative digital tools
- Continuous opportunities for learning and development
- Fun employee engagement activities
- Participation in 5CA employee-led communities such as 5CA Connect, Pride, 5CA Gamers, and Women of 5CA
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