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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance within customer support environments, utilizing data analysis to drive performance improvements and enhance team effectiveness. Proficient in delivering constructive feedback and coaching to support agent development and ensure adherence to quality standards.
Highest-signal resume keywords
Quality Assurance ExperienceData Analysis SkillsZendesk ProficiencyCoaching and Feedback DeliveryKPI Tracking and Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssessmentData AnalysisPerformance MonitoringQuality FrameworksScoring Methodologies
Soft Skills
Attention to DetailAnalytical ThinkingStrong CommunicationCritical ThinkingTime Management
Tools & Technologies
ZendeskAI Tools
Industry Keywords
Customer SupportContact CentreMultilingual SupportPerformance ReviewProcess Improvement
About the role
Key responsibilities & impact- Monitor and evaluate customer interactions across chat, email, tickets, and Slack communications
- Conduct regular quality assessments of agents using AI tools and established scoring criteria
- Review Zendesk reports and analyze support metrics to identify trends and areas for improvement
- Maintain quality assurance documentation and provide detailed feedback reports
- Monitor and evaluate shift leaders' performance, including team productivity, schedule adherence, escalation handling, and team management effectiveness
- Track KPIs for agents and shift leaders, identifying performance gaps and improvement opportunities
- Conduct calibration sessions to ensure consistency in quality evaluations
- Prepare comprehensive weekly and monthly quality reports for management and CEO
- Provide actionable insights based on quality data and customer interaction analysis
- Identify systematic issues and recommend process improvements
- Deliver constructive feedback through one-on-one coaching sessions
- Collaborate with the training team to address skill gaps and development needs
- Participate in performance review processes
Requirements
What you’ll need- Minimum 2 years of experience in Quality Assurance within a customer support or contact centre environment
- Fluent in English (written and spoken)
- Experience with Zendesk or similar customer support platforms
- Proven ability to analyze data and generate meaningful insights
- Excellent attention to detail and analytical thinking
- Experience monitoring multilingual support teams
- Familiarity with quality frameworks and scoring methodologies
- Strong communication and coaching skills
- Objective and fair evaluation capabilities
- Critical thinking and problem-solving
- Time management and organizational skills
- Diplomatic approach to delivering feedback
Benefits
Comp & perks- 18 non-service delivery days per year
- Full paid onboarding and continuous training
- Competitive salary, reviewed annually
- Birthday presents from the company
- Compensation for English and Greek language classes, partially paid by the Company after 3 months of service