Quality Assurance Specialist

Purpose of the Role

The QA Specialist for GST (Global Support Team) and GET (Global Expert Team) is responsible for ensuring service excellence across first-level and second-level customer support operations. This role focuses on quality monitoring, coaching, process alignment, and governance collaboration to elevate support standards and drive continuous improvement.

Job Title

Quality Assurance Specialist

In This Role You’ll

Quality Assurance Activities

• Conduct monthly evaluations
• Coaching advice
• Share scorecard results and QA tips with Team Leaders and management
• Align QA practices with standards to balance workload and harmonize procedures
• Monitor use of mandatory resolution templates and assess compliance during evaluations

Governance & Collaboration

• Participate in monthly calibration calls for English and Spanish case evaluations
• Lea...