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Gdańsk, Poland Wrocław, Poland Remote Other IT

Customer Support Quality Assurance (QA) Specialist

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Description

Ciklum is looking for a Customer Support Quality Assurance (QA) Specialist to join our team full-time in Poland.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

We are seeking a Customer Support Quality Assurance (QA) Specialist to join our team, responsible for ensuring that the support provided to users meets the highest standards of quality, accuracy, and customer satisfaction. The role will focus on evaluating customer interactions, providing feedback to the support team, and recommending improvements to enhance the overall customer experience. The ideal candidate will have strong attention to detail, excellent analytical skills, and a deep understanding of customer service processes.

Responsibilities

  • Quality Audits and Evaluations:
    • Regularly audit customer interactions across various channels (email, chat, phone) to ensure adherence to the client’s customer support standards and policies
    • Evaluate interactions for accuracy, clarity, tone, resolution, and overall customer satisfaction
    • Provide detailed, actionable feedback to Customer Support Representatives to improve service quality
  • Reporting and Metrics: 
    • Track quality assurance metrics (e.g., First Contact Resolution, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS))
    • Compile and analyze support data to identify trends, recurring issues, and areas for improvement
    • Provide regular quality reports to management and suggest actionable strategies to enhance the customer support process
  • Training and Coaching:
    • Assist in the development and delivery of training programs to improve the effectiveness of the support team
    • Provide one-on-one coaching sessions to customer support agents, focusing on specific areas for improvement identified through quality audits
  • Process Improvement:
    • Collaborate with the customer support team to identify areas where processes can be optimized, ensuring faster, more accurate resolutions for the users
    • Contribute to the continuous improvement of support procedures, tools, and customer interaction workflows
  • Collaboration:
    • Work closely with other departments, such as Product, Engineering, and Customer Success, to address recurring issues and suggest product improvements based on customer feedback
    • Foster collaboration across teams to ensure consistency in the customer support experience
  • Escalation Management:
    • Handle and monitor escalated customer cases to ensure swift and accurate resolution, while ensuring all interactions maintain the highest quality standards
    • Collaborate with the support team to provide best practices for handling difficult or complex customer inquiries

Requirements

  • Experience:
    • At least 3+ years of experience in a customer support, quality assurance, or customer success role, preferably in the media/entertainment or tech industry
    • Experience in quality monitoring, evaluating customer interactions, and providing feedback for improvement
  • Skills:
    • Strong analytical skills with the ability to identify trends and deliver actionable insights
    • Detail-oriented with the ability to maintain consistent quality standards
    • Excellent communication skills, both written and verbal
    • Strong understanding of customer service platforms (Zendesk, Freshdesk, etc.) and experience using CRM tools
  • Attributes:
    • A customer-first mentality with a passion for delivering exceptional experiences
    • Problem-solving skills to proactively identify issues and suggest improvements
    • Ability to work collaboratively in a fast-paced environment

What's in it for you

  • Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, life insurance and Multisport card
  • Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
  • Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
  • Flexibility: Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
  • Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
  • Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
  • Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Join a well-established company and a strong team of professionals. 
Seize the perks of global opportunities, local approach and start-up spirit. 
Boost your skills with modern stacks and industry-leading clients!
Enjoy what you do, do what you enjoy! 

Be bold, not bored!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.

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