Operations CSR – Quality Assurance

About the role

The Operations CSR (Quality Assurance) role is essential for maintaining high service quality and improving agent performance across multiple customer channels. You will evaluate interactions, ensure compliance with standards, and support agents during their onboarding and early performance phases.

Key responsibilities

• Review and evaluate agent interactions (calls, emails, chats, etc.) against established quality standards.
• Identify performance gaps and provide clear, actionable feedback to Team Leaders and Operations.
• Support agents during nesting and their first 90 days, offering coaching and guidance.
• Conduct calibration sessions to align evaluation criteria across the team.
• Facilitate workshops for low‑performing agents and assist with complex customer issues or escalations.

Required profile

• Minimum 2 years of experience in customer service, back‑office support, quality monitoring, or a related field.
• B2 level English proficiency (written and spoken).
• Strong analytical abilities and keen attention to detail.
• Excellent written and verbal communication skills.
• Ability to interpret performance data and translate findings into practical recommendations.
• Customer‑focused mindset, adaptability, teamwork, and a commitment to continuous development.

Required skills

What we offer

• Opportunity to work with a leading customer‑experience transformation partner.
• Collaborative environment focused on operational excellence and innovation.
• Professional growth through coaching, workshops, and exposure to AI‑driven solutions.