Quality Control Specialist (Customer Support Department)

iDeals Solutions has been creating the best client's experience in using virtual rooms for data storage and exchange. We were able to make a competitive product and build a leading business in our niche. We have decided to make a product of our dreams that will leave competitors far behind. More than 2000 clients, among which there are LG, Toyota, PWC, HP, EY, Deloitte, Barclays, Rothschild, inspire us each day to become better. Transparency, teamwork, responsibility, critical thinking and focusing on exceeding the expectations are our major company values. Every day they help us satisfy our clients' needs and deliver even better results than they have expected.

You will be responsible for:

• A thorough analysis of the customer support requests (emails, live chat, phone calls) based on best market's practices
• Quality control of support policies and procedures
• Providing feedback based on the quality audit results
• Contributing to the customer support processes creation and improvement.

Requirements:

• 1+ year of experience in customer support (international market)
• Deep understanding of B2B customer support processes (will be a significant advantage)
• An excellent sense of service, willing to improve and upraise quality
• Advanced English and Russian languages level, with proofreading skills (business communication)
• Strong in communication, affiliate behavior in conflict situations
• Open-minded person with high-level learning and analytical skills
• Energetic, flexible, and proactive, able to drive processes by himself
• Technical mindset
• Experience in a similar role (Service QA) will be a plus.

We offer:

• Planning based on OKRs for the team and personal goals
• Flexible working hours, possibility to work remotely (from time to time or on a regular basis) and unlimited vacation (upon manager's confirmation)
• Opportunities for professional development and personal growth, compensation for professional training (courses, conferences, English classes, etc.), BookBox and e-library
• Comfortable conditions of work: modern and stylish office, free lunches, coffee, tea, juices, fruits, and snacks, places for recreation (PlayStation, a sports corner, table tennis, stretching, TRX, massage in the office)
• Social package: iDeals wellness package (medical insurance, sports, and other health-related expenses), presents and bonuses from the company
• Using advanced approaches and technologies for all processes - our most popular tools are Jira, Slack, Lever, 15Five, BambooHR
• Corporate and sports events, holiday celebrations (New Year, Easter, Halloween, etc.) and team building activities.