About You
You will report directly to the Team Leader, Quality Assurance, and support the team in improving call and service quality within the Customer Service department. This role is a great opportunity to gain hands-on experience in quality assurance, customer experience, and performance analysis.
Your Day-to-Day
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Assist in maintaining and improving internal support and call centre quality standards.
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Review a selected number of support agents’ interactions (calls, emails, chats, etc.).
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Help assess support interactions based on internal QA guidelines.
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Prepare simple, constructive feedback summaries for agents and Team Leads.
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Support Team Leads during regular feedback and review discussions.
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Help track customer service metrics (QA scorecards, CSAT, NPS, etc.).
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Assist in analyzing how agent performance impacts key service KPIs.
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Support the team in creating basic improvement strategies for support quality.
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Help agents improve performance by sharing clear, guided feedback.
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Assist in identifying training and onboarding needs.
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Help monitor customer service performance at agent and team levels.
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Support the preparation of performance reports and presentations.
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Participate in calibration sessions to ensure evaluation consistency.
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Contribute positively to team culture and daily operations.