Quality Assurance Specialist – Customer Support

About the role

CoreStar is looking for a detail‑oriented Quality Assurance Specialist to monitor and improve the performance of its customer support team. You will work across multiple communication channels, ensuring that agents and shift leaders consistently meet high service standards.

Key responsibilities

• Monitor and evaluate customer interactions (chat, email, tickets, Slack) using AI tools and established scoring criteria.
• Conduct regular quality assessments of multilingual agents, review Zendesk reports and analyse support metrics to spot trends and improvement areas.
• Track KPIs for agents and shift leaders, identify performance gaps, and run calibration sessions to ensure consistent evaluations.
• Prepare weekly and monthly quality reports for management and the CEO, providing actionable insights and recommending process enhancements.
• Deliver constructive feedback through one‑on‑one coaching, collaborate with the training team to address skill gaps, and participate in performance review processes.

Required profile

• Minimum 2 years of experience in Quality Assurance within a customer support or contact‑centre environment.
• Fluent in English (written and spoken).
• Hands‑on experience with Zendesk or a similar support platform.
• Proven ability to analyse data and generate meaningful insights.
• Excellent attention to detail and strong analytical thinking.

What we offer

• 18 non‑service delivery days per year.
• Fully paid onboarding and continuous training.
• Competitive salary reviewed annually.
• Birthday presents from the company.
• Partial reimbursement for English and Greek language classes after three months of service.