Quality Assurance Specialist at Mplus

Worldwide

<p>The <strong>Quality Assurance Specialist </strong>plays a key role in ensuring that contact center services consistently meet company quality standards and exceed customer satisfaction expectations. This position is responsible for monitoring and evaluating quality-related tasks, delivering clear and constructive feedback, and driving continuous quality improvement initiatives that enhance both performance and customer experience.</p><p>If you are motivated by working in a dynamic environment, have a passion for quality, training, and employee development, and want to actively contribute to improving business results and customer experience, take a look at <strong><u>the main duties and responsibilities</u></strong>:</p><p><br/></p><ul><li><p>Ensuring continuous monitoring and improvement of service quality across all contact center operations</p></li><li><p>Proposing and implementing preventive and corrective measures to enhance service performance</p></li><li><p>Collaborating with cross-functional contact center teams to support the development of new products, services, and training methodologies</p></li><li><p>Maintaining effective communication with clients and internal teams to understand needs, resolve issues, and meet customer expectations</p></li><li><p>Developing, updating, and enforcing quality assurance policies and procedures</p></li><li><p>Monitoring customer complaints and procedural non-compliance, recommending corrective actions and improvement plans when needed</p></li><li><p>Identifying, evaluating, and applying industry trends and best practices aligned with company and client values to drive service excellence</p></li><li><p>Collecting and tracking service quality metrics and performance statistics</p></li><li><p>Analyzing quality data to identify opportunities for continuous improvement</p></li><li><p>Preparing and delivering timely, accurate, and relevant quality reports to stakeholders</p></li></ul><p><br/></p><p><strong> <u>What we expect from you</u></strong><u>:</u></p><ul><li>At least 1+ years of previous quality assurance experience, preferably within a contact center environment</li><li>Proficiency in English language</li><li><span>Familiarity with quality monitoring tools and methodologies</span></li><li>Excellent communication and interpersonal skills.</li><li>Strong analytical and problem-solving abilities.</li><li>Proficient in Microsoft Office Suite and quality management software.</li></ul><p><br/></p><p><strong><u>What you will get from us:</u></strong></p><ul><li>Remote model of work (1 week of training from the office, New Belgrade)</li><li>Opportunity to develop skills through paid training</li><li>Work in a large, international team</li><li>Private health insurance</li><li>Benefit package available to all our employees (free day and gift books for a birthday, FitPass, discounts with our partners from different industries...)</li></ul><p><br/></p><p>If you are ready to take on a new role and challenge yourself, apply and join our team!</p><p>Only shortlisted candidates will be contacted. Good luck!</p>