Quality Assurance Specialist - Customer Support - Remote

Overview

Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, we help businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

In Short

• Monitor daily customer support interactions across chats and emails to ensure compliance with Growe’s quality standards and policies.
• Provide structured and constructive feedback to customer support agents based on quality assurance (QA) evaluations.
• Identify areas for improvement in agent performance and develop action plans for continuous development.
• Analyze customer inquiries, identifying trends and recurring issues to enhance service quality.
• Create and maintain reports on key quality assurance metrics, such as customer satisfaction scores and resolution effectiveness.
• Collaborate with the customer support team to implement best practices and establish measurable performance goals.
• Work closely with leadership to refine QA standards and ensure alignment with company objectives.
• Contribute to the development and continuous improvement of customer support monitoring processes.
• Maintain up-to-date knowledge of Growe’s products and services to ensure accurate evaluations and feedback.

Requirements

• Experience in customer service, with at least 1 year in a quality assurance or specialist role.
• Strong analytical skills to assess data, identify trends, and provide actionable insights for improving customer interactions.
• Experience with reporting tools such as Excel, Google Sheets, PowerPoint, or specialized QA reporting software.
• Proficiency in evaluating and improving customer service processes.
• Advanced or upper-intermediate English verbal and written proficiency.

Benefits

• Benefit Cafeteria (compensation for the gym/stomatology/psychological service & etc.);
• 100 % paid sick leaves;
• Paid vacation;
• Annual salary review (based on performance);
• Quarter bonuses according to the company’s policy;
• Individual annual training budget which allows to visit paid conferences, training sessions, English lessons, workshops, etc.;
• Growe University (Leadership Programs, Knowledge sharing, Webinars, etc.);
• Personal development plan;
• Corporate events and team-building activities;
• Growe Care (Well-being Program);
• Free lunches at the office.