Looking for a template with a Customer Service Quality Assurance job description? Here’s an example of what a Contact Center QA Specialist job description can look like. Use it as a basis to create your job ads and find the best candidates (maybe from within your team!).
This is not a one-size-fits-all, of course. Depending on your business needs, you might find different skills more important than others.
Customer Service Quality Assurance Specialist — job description
As a Customer Service Quality Assurance Manager, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Responsibilities:
- Maintain and develop internal support and call center quality assurance standards;
- Review a subset of support agents’ conversations (calls, emails, chat, etc);
- Assess support interactions based on established quality standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team/call center performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help the team improve agent performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.
Requirements:
- Experience in the customer service space;
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledge of goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.
Questions to ask at the interview:
- How do you define quality?
- Give me some examples of quantitative and qualitative QA measures. Do you prefer one over the other? Why?
- Tell me about a situation where your QA-related findings had an impact on your support quality or business results.
- Share a story of your QA findings that were not relevant in the end. Why do you think this happened?
- How do you envision the impact your work can have at our company?
Why hire a Customer Service Quality Assurance Specialist?
Improving customer service quality and keeping it at a consistently high level is a long-term strategy that often requires dedicated staff to handle the workload. Often this dedicated team member is called a “Customer Service Quality Assurance Specialist”, or just “Support QA”.
Most companies that prioritize customer service quality will sooner or later have to decide whether to hire a dedicated person for the quality assurance specialist job or assign additional tasks to the current team.
The responsibilities and quality assurance activities that a thorough QA strategy creates are often too time-consuming for managers and agents to handle in addition to their daily duties. That’s one of the main reasons why teams hire full-time support QA specialists.
In addition to evaluating support interactions, quality folks are often responsible for taking that information and actioning it by, for example, analyzing support KPIs and creating meaningful agent training and onboarding programs.
Here are the three most common reasons why companies prefer to have quality assurance specialists for internal assessments (instead of using peer feedback or manager reviews):
- More time and resources dedicated to boosting support quality without burdening the team or managers;
- Consistency in internal conversation review evaluations and a reduced risk of having multiple people assess tickets differently;
- An unbiased perspective to the quality discussions that makes it easier to provide (negative) feedback to agents without damaging manager-agent relationships.
Hiring a Customer Service Quality Assurance Specialist is often the preferred solution for large quality-oriented support teams. It’s a great opportunity to introduce systematic quality assurance reviews to your customer service workflow and improve the quality of your support.
![Customer Service Quality Assurance Job Description [Template]](https://storage.googleapis.com/static_site_bucket/e9158fd5-mr-scratchytown.png)
Customer Support Quality Assurance Specialist job needs
The internal customer service review process can be quite time-consuming, especially if you’re managing them manually in spreadsheets. It can take hours every day to copy-paste tickets for review, send notifications and reminders, create reports, etc.
If you’re serious about improving the support quality assurance process at your company, you have to give your new QA Specialist proper tools.
Quality assurance solutions like Zendesk QA (formerly Klaus) help you save 70% of the time spent on customer service QA. That gives you three times more time to focus on what matters the most: providing feedback to your support agents. It’s the only true plug-and-play solution, offering a wide selection of integrations and instant access to AI-powered insights.
Even if you start using a customer service QA platform, manual reviews will still play a crucial role in your QA program. The human element — like your QA Specialist — is crucial for interpreting complex situations, offering detailed feedback, and realizing the full potential of automated quality management & AI. Because of that, automation and manual efforts aren’t mutually exclusive.
Published in November 2019; last updated in January 2024.
