Quality Assurance Manager in Customer Success

About the Role

We’re looking for a Quality Assurance Specialist to monitor, evaluate, and improve the quality of client communication across our VIP and Onboarding teams. This role ensures that customer interactions meet high standards of professionalism, empathy, and accuracy — and directly contributes to improving satisfaction, retention, and overall service quality.

Key Responsibilities

1. Quality Control of Employee Performance

 • Listen to and analyze calls of VIP Managers and Onboarding Specialists.

 • Check compliance with established quality standards (tone of voice, conversation structure, needs identification, accuracy of information, and proper call closure).

 • Evaluate calls using a quality checklist and prepare regular reports.

 • Identify best practices and recurring communication mistakes.

2. Monitoring Customer Complaints

 • Analyze and categorize customer complaints received by the Support and VIP teams.

 • Identify root causes (employee error, process issue, or expectation mismatch).

 • Prepare improvement proposals for procedures, scripts, and communication approaches.

 • Provide weekly reports on recurring complaints and corrective actions taken.

3. Mystery Shopper Checks

 • Plan and conduct “mystery shopper” tests to objectively assess service quality.

 • Create call/interaction scenarios and evaluation criteria.

 • Document results — highlighting strengths, weaknesses, and recommendations.

 • Present findings to department leads and participate in follow-up training sessions.

4. Feedback and Employee Development

 • Conduct one-on-one feedback sessions with managers after evaluations (call reviews, guidance, and improvement recommendations).

 • Work with Team Leads to organize mini-trainings on communication quality, needs identification, and objection handling.

 • Support onboarding of new employees, explaining communication standards and best practices.

5. Analytics and Reporting

 • Prepare weekly and monthly reports on service quality and team performance.

 • Provide actionable recommendations to improve scripts, processes, and customer satisfaction based on data analysis.

Requirements

 • 2+ years of experience in quality control, customer experience, or call center auditing.

 • Strong analytical and communication skills.

 • Attention to detail and ability to give constructive feedback.

 • Experience conducting call evaluations or mystery shopper programs is a plus.

 • Upper-Intermediate English level or higher. Fluent Russian language as advantage. 

We are ready to provide for you:

• 100% remote job
• Competitive salary 
• Opportunity to work in international and cross-functional team with challenging and in-demand product
• Medical insurance after probation period
• Additional sick leaves every 6 months
• Birthday gifts

Are you interested? Let's talk!