Overview
Quality Assurance Specialist Jobs in Debrecen Metropolitan Area at Prohuman
Title: Quality Assurance Specialist
Company: Prohuman
Location: Debrecen Metropolitan Area
The Technical Quality Assurance Specialist is responsible for ensuring the quality and consistency of customer interactions in a technical support environment, specifically focused on assisting with electronic devices. This role involves auditing technical support interactions, providing constructive feedback, and collaborating with teams and agents to improve performance through focused coaching and continuous improvement efforts.
Responsibilities:
Evaluate call recordings/e-mails/chats, assessing technical accuracy, customer service quality, and adherence to company standards.
Collaborate with team leaders to develop targeted coaching plans aimed at enhancing agents’ technical skills and overall call handling performance.
Stay updated on product knowledge to effectively assess technical support interactions and suggest improvements.
Oversee quality assurance including contact monitoring, evaluation, and calibration scoring.
Provides feedback to management by monitoring contacts, participating in help sessions.
Ensure team awareness regards of all processes, procedures, and technical documentation relevant to the department
Analyze quality trends and prepare quality scorecards on agent performance to identify areas for team training and development.
Requirements:
At least High school diploma or equivalent, College level preferred.
Previous experience in BPO and Customer Service and/or technical support field
Good communication skills (both written and oral), with the ability to communicate professionally and confidently in English and German at all levels.
Strong understanding of electronic devices, their functionality, and troubleshooting processes.
Familiarity with product specifications, technical manuals, and device diagnostics.
Experience with troubleshooting common hardware and software issues, preferably in a customer support or technical support environment.
Working Collaboratively:
Accountability
Adaptability
Initiative: Being proactive
Planning & Organizing
What we offer:
Competitive salary
Cafeteria
Team building and free time activities
Modern office environment
