Role Description We’re looking for a talented Customer Support QA Specialist who will be responsible for maintaining and improving the quality of customer communications across our support team. The main goal of this role is to ensure that every customer interaction meets Zeely’s service standards, while helping support agents grow through structured feedback, coaching, and clear quality processes. What You’ll Be Doing: - Regularly review customer interactions across chats, emails, comments, and other support channels. - Evaluate communication quality, tone of voice, accuracy, compliance, and adherence to internal procedures. - Identify recurring mistakes, script violations, process gaps, and customer experience issues. - Fill in QA scorecards for reviewed interactions and ensure consistent evaluation standards. - Provide clear, structured, and constructive feedback to support agents. - Conduct 1:1 coaching sessions based on real customer cases. - Help agents improve their communication style, problem-solving approach, and understanding of support standards. - Participate in onboarding and training of new support agents. - Create and update training materials, guides, and QA-related documentation. - Prepare weekly and monthly QA reports for management. - Track quality dynamics by agent, team, shift, and support channel. - Analyze QA results, identify trends, and suggest improvements. - Participate in calibration sessions to align evaluation standards across the team. - Work closely with Team Leads and Support Management to address recurring issues and improve support processes. Qualifications - 3+ years of experience as a QA Analyst / QA Specialist in a contact center, customer support, or similar environment. - Hands-on experience with QA scorecards, quality evaluation frameworks, and support standards. - Strong understanding of support quality metrics such as CSAT, FRT, QA Score, refund rate, and escalation trends. - Upper-Intermediate English or higher, both written and spoken. - Experience with CRM/helpdesk tools such as Zendesk, Intercom, or similar. - Confident Excel / Google Sheets skills for reporting, tracking quality dynamics, and basic data analysis. - Ability to analyze customer interactions and identify both individual and systemic quality issues. - Strong coaching and feedback skills. - Analytical thinking, attention to detail, and the ability to explain complex things in simple words. - High level of empathy combined with the ability to maintain clear standards. - Mature, partner-like communication style — not a “controller”, but someone who helps the team grow. Requirements - Experience in SaaS or subscription-based products. - Experience working with refunds, billing, disputes, or retention-related support cases. - Experience building or scaling QA processes. - Experience participating in onboarding or training programs for support agents. Benefits - Build AI-powered tools with real impact, helping over one million small businesses grow, compete, and launch ads without agencies or complex marketing setups. - Join a strong A-level team of experienced professionals who set a high bar and push each other to do better work. - Remote-first approach: work from anywhere, with access to our offices in Warsaw and Kyiv. - We take care of the essentials: paid time off, sick leaves, and financial support with private entrepreneurship matters. - Regular performance reviews to ensure your growth is transparent and rewarded. - You’ll play a meaningful role in shaping customer experience at Zeely in a way that drives clarity, quality, trust, and growth. Recruitment Process - Recruiter interview - Test assignment - Final Interview - Reference check - Job offer Send us your CV — we’d love to get to know you better! 💚