About The Role
We are seeking a dedicated Quality Specialist to join our Customer Success team. This role involves monitoring the quality of customer service interactions, providing timely coaching and training to team members, conducting regular training sessions for newcomers, and reporting on quality metrics and the effectiveness of coaching interventions to ensure our customers receive the highest level of service and support. This role reports to the QA Lead and owns the end-to-end quality assurance framework across customer support operations. As a quality specialist, you will have the authority to identify quality gaps and recommend corrective actions and process improvements in close collaboration with operations and team leaders.
What You'll Do:
- The Quality Specialist will be responsible for monitoring and evaluating quality across all customer support channels, including calls, WhatsApp, tickets, email, and social media interactions
- Disseminates best practices across the call center to ensure high-quality service delivery
- Provides guidance to Sylndr management regarding call center quality assurance standards
- Ensures that QA systems accurately measure performance against established standards
- Monitors performance against agreed-upon processes and standards and communicates findings to the call center manager
- Promotes QA standards and fosters a culture of quality awareness within the call center
- Manages QA activities within approved budgets and timelines
- Collaborates and cooperates with quality management, accreditation, and certification bodies
- Adheres to established quality approaches and principles
- Oversee daily, weekly, and monthly quality audits for customer support agents
- Review high-risk and sensitive cases (pricing disputes, documentation issues, payment delays, seller onboarding, buyer complaints)
- Ensure agents follow approved scripts, tone of voice, SLAs, and escalation paths.
- Analyze quality scores alongside operational KPIs (CSAT, conversion rate, SLA adherence, repeat contacts, and escalation rate).
- Identify trends, root causes, and process gaps affecting buyer and seller experience
- Prepare executive-level weekly and monthly quality reports with clear insights and recommendations
- Track post-coaching performance improvement and quality score uplift.
- Support team leaders in delivering structured, quality-driven coaching sessions
- Partner with training teams to define onboarding, refresher, and upskilling programs
- Support Performance Improvement Plans (PIPs) from a quality perspective
Who You Are:
- 3+ years of experience in Customer Support, Quality Assurance, or Operations
- Strong understanding of buyer & seller lifecycle and marketplace operations
- Advanced experience with CRM systems, QA tools, and dashboards
- Strong data analysis and reporting skills (Excel, Google Sheets, dashboards)
- Excellent communication and stakeholder management skills
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
