Customer Support QA Specialist
Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.
Perfect for those who aim to:
-
Monitor and evaluate Customer Support interactions (chat, email, calls) to ensure alignment with Growe’s quality standards and operational policies;
-
Provide structured and constructive feedback to agents, fostering continuous improvement in service delivery;
-
Create and maintain quality reports reflecting agent performance, key metrics, and improvement trends;
-
Collaborate with the QA, Customer Support, and Training teams to define evaluation criteria and identify areas for development;
-
Participate in calibration sessions and contribute to the creation of consistent QA processes across LATAM;
-
Support documentation and updates of QA guidelines, SOPs, and best practices;
-
Analyze results to propose data-driven action plans and enhance agent performance;
-
Contribute to the implementation of a feedback-driven culture across the Customer Support team.
Experience you’ll need to bring:
-
1+ years of experience in Customer Support, Quality Assurance, or a similar operational role;
-
Proven ability to assess service quality, identify improvement areas, and communicate clear feedback;
-
Experience in preparing and analyzing reports through tools such as Google Sheets or Excel;
-
Strong written and verbal communication skills with attention to detail;
-
Familiarity with customer service platforms such as Intercom (nice to have), and collaboration tools like Google Workspace and Slack;
-
Advanced or upper-intermediate level of English (written and spoken);
-
Fluent level of Spanish;
-
Experience in data interpretation, productivity tracking, and performance measurement is a strong advantage.
It's a perfect match if you have those personal features:
-
Detail-oriented, analytical, and curious – you spot patterns and take initiative to resolve them;
-
Open and transparent communicator who values constructive feedback;
-
Self-driven, proactive, and capable of working independently;
-
Comfortable in a fast-paced, multicultural environment;
-
Flexible and adaptable – able to handle evolving tasks and priorities;
-
Collaborative and empathetic – motivated to improve both processes and people.
Growe offers competitive benefits to support your professional and personal growth, including:
-
Health & Wellness Focus;
-
Global Medical Coverage;
-
Growth Opportunities;
-
Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
-
Performance-Driven Rewards;
-
Dynamic Work Environment.
Apply, and let your growth journey begin.
Apply for this job
*
indicates a required field