Customer Support Quality Specialist

As a Customer Support Quality Specialist, you will play a key role in reviewing and escalating  incidents within established deadlines, while monitoring the quality of case and complaint  documentation across customer support operations.You will proactively identify errors,  provide feedback, ensure timely corrections, detect knowledge gaps, and contribute to  continuous improvement efforts.

Within this role, your responsibilities will include :

• Reviewing incidents to ensure documentation is complete, accurate, and escalated  within defined timelines
• Ensuring compliance with internal quality standards and escalation procedures
• Conducting quality checks, providing structured feedback, and supporting training  initiatives
• Identifying areas for service quality improvement and contributing to the  implementation of control and training tools

Key Accountabilities

Incident Processing and Escalation

Documentation Quality & Process Improvement

Requirements