Looking for a template with a Customer Service Quality Assurance job description? Here’s an example of what a Contact Center QA Specialist job description can look like. Use it as a basis to create your job ads and find the best candidates (maybe from within your team!).
This is not a one-size-fits-all, of course. Depending on your business needs, you might find different skills more important than others.
As a Customer Service Quality Assurance Manager, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Responsibilities:
Requirements:
Questions to ask at the interview:
Improving customer service quality and keeping it at a consistently high level is a long-term strategy that often requires dedicated staff to handle the workload. Often this dedicated team member is called a “Customer Service Quality Assurance Specialist”, or just “Support QA”.
Most companies that prioritize customer service quality will sooner or later have to decide whether to hire a dedicated person for the quality assurance specialist job or assign additional tasks to the current team.
The responsibilities and quality assurance activities that a thorough QA strategy creates are often too time-consuming for managers and agents to handle in addition to their daily duties. That’s one of the main reasons why teams hire full-time support QA specialists.
In addition to evaluating support interactions, quality folks are often responsible for taking that information and actioning it by, for example, analyzing support KPIs and creating meaningful agent training and onboarding programs.
Here are the three most common reasons why companies prefer to have quality assurance specialists for internal assessments (instead of using peer feedback or manager reviews):
Hiring a Customer Service Quality Assurance Specialist is often the preferred solution for large quality-oriented support teams. It’s a great opportunity to introduce systematic quality assurance reviews to your customer service workflow and improve the quality of your support.
![Customer Service Quality Assurance Job Description [Template]](https://storage.googleapis.com/static_site_bucket/e9158fd5-mr-scratchytown.png)
The internal customer service review process can be quite time-consuming, especially if you’re managing them manually in spreadsheets. It can take hours every day to copy-paste tickets for review, send notifications and reminders, create reports, etc.
If you’re serious about improving the support quality assurance process at your company, you have to give your new QA Specialist proper tools.
Spreadsheets might work for a small (
Quality assurance solutions like Zendesk QA (formerly Klaus) help you save 70% of the time spent on customer service QA. That gives you three times more time to focus on what matters the most: providing feedback to your support agents. It’s the only true plug-and-play solution, offering a wide selection of integrations and instant access to AI-powered insights.
Even if you start using a customer service QA platform, manual reviews will still play a crucial role in your QA program. The human element — like your QA Specialist — is crucial for interpreting complex situations, offering detailed feedback, and realizing the full potential of automated quality management & AI. Because of that, automation and manual efforts aren’t mutually exclusive.
Published in November 2019; last updated in January 2024.
Merit is the content writer at Klaus - though most of her texts have probably been ghostwritten by her rescue cat Oskar.
What to read next?
By subscribing you agree to Klaus' Privacy Policy and would like to get educational content to your email.
Built with ♥️ by actual support folks.
