Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures;
Document and offer feedback according to the given standards of QA team;
Collaborate with the support team to establish best practices and set measurable performance goals;
Create, compile, and present regular reports on key customer support quality metrics;
Develop detailed reports on agent performance, customer feedback, and overall quality trends;
Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan;
Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center;
Identify and participate in the design and improvements of the monitoring process;
Collaborate with other Customer Support professionals to improve overall customer service.

Advanced or Upper-intermediate English verbal and written proficiency;
Fluent in Spanish;
Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;
Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;
Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software.

Health & Wellness Focus
Global Medical Coverage
Growth Opportunities
Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
Performance-Driven Rewards
Dynamic Work Environment

Customer Support Quality Specialist

About this role