Position: Quality Monitoring Specialist

Location: Hybrid / Remote Romania (with occasional work in-office at our location in Brasov, Romania)

Job Type: Full-Time

About the Role:
Are you passionate about ensuring exceptional customer experiences and setting high standards of quality? Join our team as a Quality Monitoring Specialist, where you will play a key role in helping one of the world’s most prominent companies deliver unparalleled customer service.

In this position, you will focus on reviewing and evaluating customer-agent interactions. Using structured forms, you will assess the quality of each interaction, provide constructive written feedback, and contribute to overall service excellence. This role is ideal for individuals with strong communication skills, attention to detail, and a desire to uphold the highest standards in customer interaction quality.

Key Responsibilities:

• Review and Evaluate Customer Interactions: Assess advisor-customer interactions, rating their quality against established evaluation criteria and standards.
• Quality Assessment: Use a structured monitoring form to objectively rate the interaction, ensuring key performance metrics are met, such as adherence to guidelines, customer engagement and centricity, as well as communication clarity.
• Provide Written Feedback: Offer clear, constructive, and actionable written feedback for advisors, helping to maintain a high standard of customer interactions.
• Ensure Consistency: Apply consistent scoring across all evaluations, adhering to the client’s quality standards and processes.
• Contribute to Reporting: Document key observations and insights during evaluations to help inform periodic reporting and drive ongoing improvements.
• Support Continuous Improvement: Help identify common trends or issues observed during monitoring and provide insights to support process refinement and excellence.

Ideal Candidate Profile:

We are seeking individuals with the following attributes and qualifications:

Must-Have:

• Experience in a contact center environment, preferably as a phone support advisor or in a similar role
• Fluency in Spanish: Exceptional proficiency in both written and spoken language skills.
• Strong Attention to Detail: Ability to focus on key performance elements and evaluate objectively.
• Structured Thinking and Analysis: Capable of applying a consistent and professional approach to quality monitoring.
• Excellent Written Communication Skills: Proficiency in crafting clear, concise, and constructive written feedback.

Nice-to-Have:

• Previous experience in a quality assurance role, such as quality monitoring, coaching, or quality improvement.
• Familiarity with quality monitoring software
• Additional skills, such as content writing, SEO expertise, or application testing
• Based near[Brasov, Romania] for occasional in-office collaboration

What We Offer:

• Prestigious Client Work: Be part of a team supporting quality monitoring for a renowned global company with high standards for excellence.
• Flexibility: Enjoy the benefits of a remote role, with the option to work from our Brasov, Romania office 1-2 days a week if desired.
• Professional Growth: Join a fast-growing team with opportunities to expand your skills and advance your career.
• Competitive Compensation: We offer an attractive salary package that reflects your skills and experience.
• Collaborative Culture: Work with a supportive and professional team dedicated to upholding exceptional quality standards.
• Impactful Work: Your contributions will directly influence the quality of customer interactions and help drive meaningful improvements.