Office- based_QA Specialist (Tbilisi, Georgia)

Job Description: We are seeking a Quality Assurance (QA) Specialist to monitor, evaluate, and improve the performance of our customer service and dispatch teams. The QA Specialist will ensure that every customer interaction aligns with company standards, providing exceptional service and accurate information. This role is critical in maintaining service excellence and driving continuous improvement within the organization. Monitor and evaluate calls, chats, and other customer interactions for quality, accuracy, and compliance. Provide detailed feedback to agents and dispatchers to improve communication, process adherence, and overall performance. Identify areas of improvement and recommend actionable steps for training and development. Maintain QA reports, scorecards, and performance summaries on a daily and weekly basis. Collaborate with team leads and management to ensure quality goals are met consistently. Ensure agents follow scripts, company policies, and proper towing and roadside assistance procedures. Participate in calibration sessions to ensure consistency in evaluations and scoring. Assist in updating QA rubrics and process documentation as needed. Requirements QUALIFICATIONS Senior High School graduate or equivalent; Bachelor's degree is a plus. Strong verbal and written English communication skills. Strong analytical skills and attention to detail. Comfortable using computers, CRM systems, and Google Workspace. Willing to learn QA processes and performance evaluation techniques. Able to work independently with minimal supervision. Previous QA, Customer Service, or Dispatch experience is a plus but not required. Experience in towing, roadside assistance, logistics, or related industries is an advantage. WORK CONDITION Full-time, 8-hour shift, 5 days per week. Compensation is $ 2. 80 USD/hr. (weekly payment) with $64.00 USD/month (Attendance Bonus). Must be available to work during Pacific Standard Time (PST) business hours. Work on weekends and holidays as needed. On-site position at 5 Abuseridze Tbeli St., Tbilisi, Georgia.