Ideal Candidate
About The Role
You will be responsible for service quality inspection and monitoring for a European multilingual 3C customer service team based in Romania. Team agents serve customers in Italian, Romanian, Hungarian, Dutch, Czech, Swedish, Serbian, or English, delivering end-to-end customer service for an international 3C brand, including but not limited to pre-sales consultation, order support, after-sales service and complaint handling, and addressing common enquiries on product usage, order & logistics, returns & exchanges, warranty and promotional policies. Service channels cover hotline (inbound), online chat, email, social media, etc. English is used as the management language.
As a QA Specialist, you will be responsible for developing and implementing customer service quality standards and inspection processes, conducting regular quality checks on service records, call interactions and problem-solving outcomes, identifying quality risks and non-compliance issues, and providing actionable improvement recommendations. You will also follow up on corrective actions, compile quality inspection reports, analyse service quality trends, support the continuous optimisation of the quality management system, and provide quality-related coaching and training support to frontline teams — playing a key role in driving service quality improvement and ensuring the project consistently meets its service quality targets.
Qualifications
2–4 years of relevant experience in customer service quality assurance/inspection;
Familiarity with customer service business processes and quality inspection standards, with experience in service record review, call monitoring and quality scoring;
Strong written communication and data analysis skills, able to independently compile quality reports and analyse service quality trends;
Proficiency in office software (Excel, Word, PPT, etc.);
Good communication and coordination skills; English as a working language, B2 level or above.
Preferred:
Familiarity with quality management tools/methods (e.g. PDCA, Six Sigma, calibration sessions) is preferred;
Working knowledge of any of the agent languages (Italian, Romanian, Hungarian, Belgian, Czech, Swedish, Serbian) is preferred for participation in quality checks for the corresponding language;
Familiarity with call centre platforms and core KPIs (Avaya/Genesys/CRM; SLA/AHT/FCR/CSAT), or QA experience in 3C product customer service, is preferred.
You will be responsible for service quality inspection and monitoring for a European multilingual 3C customer service team based in Romania. Team agents serve customers in Italian, Romanian, Hungarian, Dutch, Czech, Swedish, Serbian, or English, delivering end-to-end customer service for an international 3C brand, including but not limited to pre-sales consultation, order support, after-sales service and complaint handling, and addressing common enquiries on product usage, order & logistics, returns & exchanges, warranty and promotional policies. Service channels cover hotline (inbound), online chat, email, social media, etc. English is used as the management language.
As a QA Specialist, you will be responsible for developing and implementing customer service quality standards and inspection processes, conducting regular quality checks on service records, call interactions and problem-solving outcomes, identifying quality risks and non-compliance issues, and providing actionable improvement recommendations. You will also follow up on corrective actions, compile quality inspection reports, analyse service quality trends, support the continuous optimisation of the quality management system, and provide quality-related coaching and training support to frontline teams — playing a key role in driving service quality improvement and ensuring the project consistently meets its service quality targets.
Qualifications
2–4 years of relevant experience in customer service quality assurance/inspection;
Familiarity with customer service business processes and quality inspection standards, with experience in service record review, call monitoring and quality scoring;
Strong written communication and data analysis skills, able to independently compile quality reports and analyse service quality trends;
Proficiency in office software (Excel, Word, PPT, etc.);
Good communication and coordination skills; English as a working language, B2 level or above.
Preferred:
Familiarity with quality management tools/methods (e.g. PDCA, Six Sigma, calibration sessions) is preferred;
Working knowledge of any of the agent languages (Italian, Romanian, Hungarian, Belgian, Czech, Swedish, Serbian) is preferred for participation in quality checks for the corresponding language;
Familiarity with call centre platforms and core KPIs (Avaya/Genesys/CRM; SLA/AHT/FCR/CSAT), or QA experience in 3C product customer service, is preferred.
Job Description
Key Responsibilities
Develop and implement customer service quality inspection standards and processes, covering QA scoring dimensions, monitoring criteria and inspection cycles;
Conduct regular inspections on service records, call content and problem-solving results, including call monitoring and case reviews across hotline (inbound), online chat, email and social media channels;
Identify quality risks and non-compliance issues and follow up to ensure closure; Propose improvement suggestions based on quality findings and track the implementation and effectiveness of corrective measures;
Compile quality inspection reports and analyse service quality trends to support operational improvement;
Assist in optimizing the service quality management system, including standard calibration and process refinement;
Provide quality-related training support to frontline staff to help agents understand quality standards and continuously improve service levels.
Develop and implement customer service quality inspection standards and processes, covering QA scoring dimensions, monitoring criteria and inspection cycles;
Conduct regular inspections on service records, call content and problem-solving results, including call monitoring and case reviews across hotline (inbound), online chat, email and social media channels;
Identify quality risks and non-compliance issues and follow up to ensure closure; Propose improvement suggestions based on quality findings and track the implementation and effectiveness of corrective measures;
Compile quality inspection reports and analyse service quality trends to support operational improvement;
Assist in optimizing the service quality management system, including standard calibration and process refinement;
Provide quality-related training support to frontline staff to help agents understand quality standards and continuously improve service levels.
Company Description
We offer
Performance and experience based competitive remuneration.
Department & company wide teambuilding events.
A supportive and inclusive work environment.
Opportunities for career development and advancement.
An exciting opportunity to join a fast-growing international BPO organization, work with global clients across diverse industries, and play an active role in the expansion of our European operations.
Performance and experience based competitive remuneration.
Department & company wide teambuilding events.
A supportive and inclusive work environment.
Opportunities for career development and advancement.
An exciting opportunity to join a fast-growing international BPO organization, work with global clients across diverse industries, and play an active role in the expansion of our European operations.
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