Quality Control Specialist (Customer Support)

Location: Tbilisi, Georgia (remote)

Company

hirify.global is a technology company providing high-performance solutions for partners in heavy-load industries.

What you will do

• Monitor and evaluate customer interactions across chat, email, tickets, and Slack.
• Assess agent quality using AI tools and established scoring criteria.
• Review Zendesk reports and support metrics to identify trends, performance gaps, and improvement opportunities.
• Monitor shift leaders’ productivity, schedule adherence, escalation handling, and team management effectiveness.
• Prepare weekly and monthly quality reports with actionable insights for management and the CEO.
• Deliver one-on-one coaching and collaborate with training teams on skill development.

Requirements

• At least 2 years of quality assurance experience in customer support or a contact centre environment.
• Fluent English, written and spoken, is required.
• Experience with Zendesk or a similar customer support platform.
• Strong data analysis, critical thinking, problem-solving, and attention to detail.
• Ability to conduct objective evaluations, track KPIs, and provide diplomatic feedback.

Nice to have

• Experience monitoring multilingual support teams.
• Familiarity with quality frameworks and scoring methodologies.
• Strong communication and coaching skills.

Culture & Benefits

• Remote work from Tbilisi.
• 18 non-service delivery days per year.
• Fully paid onboarding and continuous training.
• Competitive salary with annual reviews.
• Birthday presents from the company.
• Partial compensation for English and Greek language classes after 3 months of service.