Quality Assurance Specialist

Are you detail-oriented and passionate about improving customer experience? Squaretalk is looking for a proactive and self-driven Quality Assurance Specialist to join our Sofia team and help maintain high support standards through quality monitoring, performance analysis, and continuous process improvement.

We’re looking for someone organized, analytical, and driven by improvement, a person who not only identifies issues but helps build better processes around them.

Your Role

As our Quality Assurance Specialist, you will play a key role in maintaining service quality and supporting team performance through consistent evaluations, coaching, reporting, and process optimization.

You will work closely with team leaders and management to identify trends, improve workflows, and help create a culture focused on quality and performance. Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards, internal processes, and company policies.
• Identify performance trends and areas for improvement through regular quality reviews.
• Provide clear, constructive, and actionable feedback to agents and team leaders.
• Collaborate with managers and team leads to improve overall customer experience and operational performance.
• Create and improve internal QA processes and workflows based on quality insights and recurring trends.
• Maintain accurate QA records, scorecards, and reporting documentation.
• Support the development and optimization of quality assurance standards and evaluation methods.
• Ensure consistency across customer interactions and contribute to continuous improvement initiatives.

Requirements

• Previous experience in a Quality Assurance role within a BPO, contact center, SaaS, or tech environment.
• Strong analytical and problem-solving skills.
• Excellent communication and feedback delivery skills.
• High attention to detail and strong organizational skills.
• Strong time management skills with the ability to prioritize and manage multiple tasks independently.
• Self-driven, proactive, and motivated to improve processes and performance.
• Comfortable taking ownership and working in a fast-paced environment.
• Fluent in English - both written and spoken.

Benefits

• Comprehensive health insurance package, including dental and optical care, as well as hospital and pregnancy care.
• Co-financed Multisport card to support your health and fitness.
• Monthly food vouchers.
• Flexible hybrid working model, enabling you to balance work and personal life.
• An exciting opportunity to join a rapidly growing company with ambitious goals for the future.