Senior QA Specialist – Customer Support

As a Senior Quality Assurance Specialist, you will play a key role in ensuring a high-quality, consistent, and customer-focused support experience. You will assess customer interactions, identify opportunities for improvement, and collaborate closely with Support and Operations teams to continuously elevate service standard.

 

 What you'll be doing:

• Review and evaluate customer support interactions (chat, email, phone, tickets) against quality standards, policies, and KPIs
• Provide clear, actionable feedback to Customer Support agents and team leads
• Identify trends, gaps, and root causes in customer experience and agent performance
• Support coaching and training initiatives by sharing insights and best practices
• Maintain and continuously improve QA frameworks, scorecards, and evaluation criteria
•  Track quality metrics and prepare regular performance and insight reports
•  Partner with Operations, Product, and Compliance teams to ensure alignment with processes and regulations
• Contribute to continuous improvement initiatives to enhance customer satisfaction and efficiency

 

We're looking for someone with:

• Proven experience designing and scaling QA frameworks in a customer support environment
• 2+ years of experience in Customer Support QA, CX, or a related senior quality role
• Strong analytical mindset with the ability to turn insights into actionable improvementsIs naturally inquisitive and alert to irregular activity;
• Excellent communication and stakeholder management skills
• Proves good written and spoken English;
• Strong knowledge of CX metrics (CSAT, NPS, FCR, QA scores)
• Hands-on experience with CRM and QA tools (e.g. Zendesk, Salesforce, Playvox, MaestroQA)
• Experience in regulated or high-risk environments is a strong plus

 

Nice to Have

• Experience leading or mentoring other QA specialists
• Exposure to automation, AI, or speech/text analytics in QA
• Background in iGaming, fintech, or other fast-paced, regulated industries