Position: QA sales operations
Category: Support
English level: upper
Years of experience: 3


• Maintain and develop internal support and call center quality standards;
• Review a subset of sales agents’ conversations (calls, chat);
• Assess support interactions based on internal standards;
• Accompany evaluations with meaningful and constructive feedback;
• Discuss and explain feedback with agents in regular meetings;
• Analyze all customer service metrics (e.g. CSAT, FRT) and how the support team’s performance affects those KPIs;
• Create strategies to improve support KPIs;
• Help agents improve their performance with specific instructions and constant support;
• Map the need for training and onboarding programs and initiate these projects;
• Monitor customer service performance on the agent and team level;
• Create reports that reflect support performance;
• Report support team’s performance to higher-ups;
• Participate in calibration sessions to maintain consistency in internal evaluations;
• Contribute to the team culture in a positive manner.
• Compliance Trainings for newbies
• Various agent trainings
• Have experience working with SalesForce, Jira, Confluence, CRM
I would like to continue working in Quality Assurance (Customer experience) sector