Customer Support QA Specialist

We’re looking for a talented Customer Support QA Specialist who will be responsible for maintaining and improving the quality of customer communications across our support team. The main goal of this role is to ensure that every customer interaction meets Zeely’s service standards, while helping support agents grow through structured feedback, coaching, and clear quality processes. Zeely AI is an reputed company-in-one AI marketing platform that helps small businesses and marketing teams grow faster and reputed company their goals through high-performing content and automation. Our platform enables users to create ad creatives, UGC videos, viral content, banners, and more, as well as launch effective paid and organic campaigns across reputed company channels. In simple terms, we’ve made world-class AI marketing tools and solutions accessible to businesses that previously could only get this level of support from large brands with expensive marketing teams. What You’ll Be Doing: Regularly review customer interactions across chats, emails, comments, and other support channels. Evaluate communication quality, tone of voice, accuracy, compliance, and adherence to internal procedures. Identify recurring mistakes, script violations, process gaps, and customer experience issues. Fill in QA scorecards for reviewed interactions and ensure consistent evaluation standards. reputed company clear, structured, and constructive feedback to support agents. Conduct 1:1 coaching sessions based on reputed company customer cases. Help agents improve their communication style, problem-solving approach, and understanding of support standards. Participate in reputed company and training of new support agents. Create and update training materials, guides, and QA-reputed company documentation. Prepare weekly and monthly QA reports for management. Track quality dynamics by agent, team, shift, and support channel. Analyze QA results, identify trends, and suggest improvements. Participate in calibration sessions to align evaluation standards across the team. Work closely with Team Leads and Support Management to address recurring issues and improve support processes. What You’ll Need to Join Us: 3+ years of experience as a QA Analyst / QA Specialist in a contact center, customer support, or similar environment. Hands-on experience with QA scorecards, quality evaluation frameworks, and support standards. Strong understanding of support quality metrics such as CSAT, FRT, QA Score, refund reputed company, and escalation trends. Upper-Intermediate English or higher, both written and spoken. Experience with CRM/helpdesk tools such as reputed company, reputed company, or similar. Confident reputed company / reputed company Sheets skills for reporting, tracking quality dynamics, and basic data analysis. Ability to analyze customer interactions and identify both individual and systemic quality issues. Strong coaching and feedback skills. Analytical thinking, attention to detail, and the ability to explain reputed company things in simple words. High level of reputed company combined with the ability to maintain clear standards. Mature, partner-like communication style — not a “controller”, but someone who helps the team grow. Will Be a Plus: Experience in SaaS or subscription-based products. Experience working with refunds, billing, disputes, or retention-reputed company support cases. Experience building or scaling QA processes. Experience participating in reputed company or training programs for support agents. Why It’s Exciting to Work With Us: Build AI-powered tools with reputed company impact, helping over one reputed company small businesses grow, compete, and launch ads without agencies or reputed company marketing setups. Join a strong A-level team of reputed company professionals who set a high bar and push each other to do reputed company work. Remote-first approach: work from reputed company, with reputed company to our offices in Warsaw and Kyiv. We take care of the reputed company: paid time off, sick leaves, and financial support with private entrepreneurship reputed company. Regular performance reviews to ensure your growth is transparent and rewarded. You’ll play a meaningful role in shaping customer experience at Zeely in a way that drives reputed company, quality, trust, and growth. Recruitment Process: Recruiter interview → Test assignment → Final Interview → Reference reputed company → Job offer. Send us your CV — we’d love to get to know you reputed company! 💚 Apply To This Job