SKELAR is looking for a Quality Control Specialist for its Liven product to be the guardian of response and solution quality within our Support-team. You will own the quality system comprehensively, from agent adherence to tone-of-voice to the real customer experience, in a fast-paced, scaling environment where your work meaningfully impacts people's lives.
What You'll Do
- Own quality for the Support-team comprehensively: adherence to flow, Tone of Voice, agent solutions, and real Customer Experience.
- Build and maintain consistently high quality standards in a rapidly growing team.
- Analyze CSAT, internal evaluations, user and agent feedback to find root causes of problems.
- Convert analytics into concrete actions: updating processes, evaluation criteria, training materials, and documentation.
- Develop agents at all stages: from onboarding to mature specialists.
- Conduct 1-1 meetings, work with complex cases, provide personalized feedback, and create action plans for quality growth.
- Be an expert consulted on complex or non-standard situations.
- Help agents in real-time, consult on cases, and maintain quality of decisions in dynamic conditions.
- Develop the quality system: update evaluation criteria, Help Center, and internal documentation.
- Test new tools, automations, and processes, participate in launching new features and changes in support.
- Work at the intersection of Support, Product, Engineering, and Marketing.
- Report bugs, share insights from customer interactions, influence product, communication, and decisions shaping user experience.
What We're Looking For
- At least 1 year in QC / Shift Lead or related positions.
- Understanding of support processes and ability to analyze trends to find root causes of problems.
- Practical English at B2 level (speaking & writing).
- Critical thinking and attention to detail to notice minor and systemic errors in cases and processes.
- Ability to propose practical solutions and preventive measures that increase team stability and quality.
- Ability to adapt feedback to the agent, conduct 1-1 meetings and mentoring.
- Work constructively with difficult conversations, motivate and help agents grow in quality and confidence.
- Initiative and process ownership: propose and test improvements to flows, templates, tools, and evaluation criteria.
- Document results, coordinate changes with the team, and influence process quality.
- Cross-functional collaboration with Operations, Training, Product, Engineering, and Marketing.
- Ability to build interaction with different stakeholders, share insights, and influence decisions directly impacting customer experience.
- Confident use of Zendesk, Notion or similar systems; quick adaptation to new tools and processes.
Nice to Have
- Experience specifically in a product company where everything moves fast (unlike classic outsourcing).
- Interest in psychology, mental health, or mindfulness topics.
- English proficiency at Advanced level for free communication with the team and understanding the context of global users.
Technical Stack
- Zendesk
- Notion
Team & Environment
You'll join a team of over 200 driven professionals that is constantly growing. The structure is fractal, where each branch develops independently but repeats the overall approach. Each person has an impact on business results but acts independently. You'll be part of a culture where your ideas are heard, initiative is welcomed, and the work has real meaning, affecting people's quality of life while scaling fast.
Benefits & Compensation
- Medical insurance, personal doctor, and massage.
- Internal communities for exchanging experience and skill development.
- Sports and hobbies: functional training, yoga, running, board games, and more.
- Opportunities for continuous learning and professional development.
- Meaningful work that truly impacts people's quality of life.
