Customer Support Quality Specialist

2 weeks ago

Brasov, Braşov, Romania RSight® Full time €40,000 - €60,000 per year

An exciting opportunity to join our client's team at a
well-established pharma company
. We are looking for a
Customer Support Quality Specialist
with Angular to join this global organization.

Objectives

As a Customer Support Quality Specialist, you will play a key role in reviewing and escalating incidents within established deadlines, while monitoring the quality of case and complaint documentation across customer support operations. You will proactively identify errors, provide feedback, ensure timely corrections, detect knowledge gaps, and contribute to continuous improvement efforts.

Responsibilities

  • Reviewing incidents to ensure documentation is complete, accurate, and escalated within defined timelines
  • Ensuring compliance with internal quality standards and escalation procedures
  • Conducting quality checks, providing structured feedback, and supporting training initiatives
  • Identifying areas for service quality improvement and contributing to the implementation of control and training tools

Incident Processing and Escalation:

  • Independently reviewing and documenting incidents in accordance with internal guidelines
  • Escalating cases through the CRM system, ensuring accuracy and compliance
  • Coordinating with internal and external stakeholders to clarify and resolve case-related issues
  • Finalizing documentation and approvals in line with internal policies and regulatory requirements

Documentation Quality & Process Improvement:

  • Monitoring documentation quality and consistency across teams
  • Identifying training needs and contributing to content development
  • Supporting ongoing improvement initiatives through feedback and process optimization
  • Assisting with internal and external audits, and supporting the documentation of complex or high-volume complaint cases

Qualifications

  • Fluent in English (spoken and written); other languages are a plus
  • 3-5 years of experience in customer care, complaint handling, or a similar field
  • Background in quality assurance, escalation handling, or process monitoring
  • Strong analytical skills and attention to detail
  • Experience in quality assurance, including reviewing documentation, providing feedback
  • Confident working in CRM systems and with documentation standards
  • Team-oriented, organized, adaptable, and comfortable with autonomy

What our client is offering

  • A competitive remuneration package.
  • Access to highly skilled experts to bring you the latest in learning and development with training in leadership, technical and personal development.
  • A flexible working environment.
  • A competitive remuneration and attractive benefits.
  • Opportunity to work with Top Clients on important projects.
  • Continuous learning and improvement activities.
  • Dynamic, international working environment.

Equal Opportunity Employer

RSight is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals, including those from diverse backgrounds and people with disabilities, to apply.

Application Instructions

Please submit your CV (mandatory) and an optional cover letter detailing your qualifications and interest in this role. Only shortlisted candidates will be contacted for an interview.

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