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Customer Support Quality Specialist

Customer Support Quality Specialist

3 Days ago • 1 Years + • Quality Assurance

About the job

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Job Description

The Customer Support Quality Specialist at Growe monitors customer support interactions (chats and emails) to ensure compliance with company policies. Responsibilities include documenting feedback, collaborating with the support team to establish best practices and set performance goals, creating reports on key metrics (agent performance, customer feedback, quality trends), identifying areas for improvement with detailed action plans, and maintaining product knowledge. The role requires advanced English and fluency in Spanish, along with experience in customer service and quality assurance. Strong analytical skills, data analysis capabilities, and report generation skills (Excel, Google Sheets, PowerPoint) are essential. The position is located in Bogota, Colombia, and involves on-site work.

Must have:

Advanced English & Fluent Spanish
1+ year QA/Specialist experience
Data analysis & reporting skills
Excellent communication skills
Customer service experience

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Growe welcomes those who are excited to:

Monitor Customer Support chats and e-mails to ensure compliance with all Growe 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 detailed explanation and 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 design and improvements of monitoring process;
Collaborate with other Customer Support professionals to improve overall customer service.

We need your professional experience:

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;
Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members;
Open to working on-site from our office in Bogota.

We appreciate if you have those personal features:

Strong analytical skills;
Responsibility and multitasking;
Proactivity and initiative.

We are seeking those who align with our core values:

GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.

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About The Company

Growe

51 Active Jobs

Here at Growe, we operate boldly in the iGaming and Entertainment industries, uniting brands worldwide and gathering expertise from diverse markets.

We focus on developing and implementing cutting-edge entertainment technology platforms and payment solutions, propelling assets' expansion and sustainable growth. We dare to unlock potential and seize opportunities, from launching new iGaming brands in Asia, Africa, and Latin America to providing exceptional opportunities to our team players and an extraordinary chance to succeed.

Check out our vacancies and join our growing team of opportunities unlockers.

Let's grow together!