BPO Quality Specialist

Role Details

• Type of Support: Quality Support
• Contract Duration: Permanent
• Training Schedule: Monday - Friday, Saturday - Sunday off
• Work Schedule: Monday - Friday, Saturday - Sunday off
• Work Type and Location: Romania, Bucharest
• Expected Start Date: June 19, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

The QA Specialist is responsible for evaluating customer support interactions to ensure quality, consistency, and adherence to internal standards and customer service best practices. This role involves reviewing support tickets, chats, calls, or emails handled by customer service agents to assess performance, identify areas for improvement, and provide actionable feedback. The QA Specialist plays a critical role in enhancing the overall customer experience by spotting trends, highlighting training opportunities, and contributing to the continuous improvement of support processes and communication.

An ideal candidate will be an expert in the Partner's product, has demonstrated great Quality-related skills in their current role, has partnered in the development of operational or cross-functional processes, and has a long term desire to help improve the program's performance.

What You'll Do:

• Review and score associate interactions according to an established rubric, evaluating for quality, compliance, customer experience and product knowledge
• Review interactions where associates receive low customer satisfaction scores, identify root causes, ways to improve and support in recovering the interactions.
• Prepare reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements.
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.
• Utilize an AI-based quality scoring tool to log insights, and constantly provide product feedback to improve the tool.
• Engage with the associates in QA/CSAT refresher sessions as a way to ensure the entire team is in sync about best practices, understanding of the QA rubric, etc.
• Create content about new/improved practices and product releases to help the team stay in the loop about changes, product updates, etc.

What we Expect from you:

• Minimum of 1 years working experience as a Team Lead
• ​​​​​​​Minimum of 2 years relevant professional experience in managing inbound calls/tickets, sales associates, or customer service associates
• You have been in your current role for a minimum of 1 year.
• You have demonstrated strong performance (meets or exceeds) in your existing role for the last 2 review cycles.
• You have well honed Customer Support skills and a deep understanding of the Partner's product. You get energy from using those skills to teach and uplevel your peers.
• You are passionate about growing your professional career under the Quality or Operations department. You care about delivering impactful and reliable customer experiences at scale.
• You are a first principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience.
• You are passionate and enthusiastic about visual spreadsheet platforms
• Previous quality monitoring experience.
• Previous Business Process Improvement experience.
• Previous work experience at a startup.
• Strong remote working experience

What you Will Get in Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.