About the Role

We are looking for a Support QA/QC Specialist to monitor and improve the quality of customer and courier support interactions at AloPeyk. This role will evaluate service quality, identify recurring experience and process gaps, and turn support interactions into actionable insights that improve both support performance and the overall customer experience.

Key Responsibilities

• Monitor and evaluate support calls, tickets, and other interactions based on defined quality standards.
• Maintain and improve QA scorecards, evaluation criteria, and calibration processes.
• Identify agent, knowledge, process, and service quality gaps through interaction reviews.
• Analyze call reasons, contact drivers, complaints, and recurring support issues.
• Provide structured feedback and identify coaching or training opportunities.
• Monitor support quality and experience KPIs and prepare regular quality insights.
• Collaborate with Support and Operations on service improvement initiatives.

Requirements

• 1–4 years of experience in Support QA/QC, Contact Center Quality, Customer Support, Customer Experience, or a similar role.
• Hands-on experience in call or interaction quality monitoring and evaluation.
• Good understanding of support operations and key service quality metrics.
• Strong analytical, problem-solving, and root cause analysis skills.
• Proficiency in Excel / Google Sheets.
• Strong communication skills, attention to detail, and ability to provide structured feedback.

Preferred Qualifications

• Experience designing or improving QA scorecards and quality frameworks.
• Familiarity with CRM and Call Center systems.
• Basic knowledge of data visualization tools.
• Experience with call reason/contact driver analysis and service improvement projects.
• Experience in Logistics, Marketplace, E-commerce, or On-demand services.