Customer Support Quality Specialist Brașov

Customer Support Quality Specialist
Braşov
Brașov, Brașov, Romania

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

• Independently reviewing and documenting incidents in accordance with internal guidelines
• Escalating cases through the CRM system, ensuring accuracy and compliance
• Coordinating with internal and external stakeholders to clarify and resolve case-related issues
• Finalizing documentation and approvals in line with internal policies and regulatory requirements

Documentation Quality & Process Improvement

• Monitoring documentation quality and consistency across teams
• Identifying training needs and contributing to content development
• Supporting ongoing improvement initiatives through feedback and process optimization
• Assisting with internal and external audits, and supporting the documentation of complex or
  - volume complaint cases

Requirements

• Fluent in English (spoken and written); other languages are a plus
• 3-5 years of experience in customer care, complaint handling, or a similar field
• Background in quality assurance, escalation handling, or process monitoring
• Strong analytical skills and attention to detail
• Experience in quality assurance, including reviewing documentation and providing feedback
• Confident working in CRM systems and with documentation standards
• Team-oriented, organized, adaptable, and comfortable with autonomy