Quality Control Specialist (Support)

TL;DR

Quality Control Specialist (Support): Ensuring high-quality support responses, solutions, and actions from the Support-team with an accent on adherence to procedures and Tone of Voice. Focus on analyzing agent performance, identifying areas for improvement, and implementing automations to enhance customer experience.

Location: Remote

Company

hirify.global is a venture builder creating international product IT companies adhering to venture investment principles.

What you will do

• Take end-to-end ownership of Support-team quality, maintaining high standards as the team grows.
• Analyze CSAT, internal evaluations, and user feedback to drive data-driven quality improvements.
• Develop agents through onboarding, 1-1 sessions, and personalized feedback.
• Act as an expert for complex situations, assisting agents in real-time.
• Enhance the quality system by updating criteria, documentation, and testing new tools and automations.
• Work across Support, Product, Engineering, and Marketing to report bugs and share insights.

Requirements

• At least 1 year of experience in QC or Shift Lead positions with an understanding of support processes.
• English proficiency at B2 level (speaking & writing).
• Critical thinking and attention to detail.
• Strong communication and agent development skills.
• Initiative and process ownership.
• Cross-functional collaboration skills.
• Proficient use of Zendesk, Notion, or similar systems.

Nice to have

• Experience in a product company.
• Passion for mental wellbeing.
• Advanced level of English proficiency.

Culture & Benefits

• Culture where your ideas are heard and initiative is welcomed.
• Team of over 200 professionals.
• Medical insurance, personal doctor, and massage.
• Internal communities for sharing experience and developing skills.
• Sports and hobbies: functional training, yoga, running, board games, and more.
• Opportunities for continuous learning and professional development.
• Work with a purpose, impacting people's quality of life.