Customer service quality assurance job description: Examples

The term ‘QA specialist’ is most commonly associated with engineering teams. But it’s not enough for just your products and services to meet your quality standards. Your customer support needs quality assurance, too.

In this guide:

• Why hire a customer service quality assurance specialist?
• Customer service quality assurance specialist job description template
• Customer service QA job description examples
• Customer support QA specialist job needs

Why hire a customer service quality assurance specialist?

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.

Most companies that prioritize customer service QA will sooner or later have to decide whether to assign additional tasks to the current team or hire a dedicated Quality Assurance Specialist.

Here are the most common reasons why companies hire dedicated customer service quality assurance specialists:

• More time and resources allocated to improving support quality without burdening the team or managers.

• Consistency in internal conversation review evaluations and a reduced risk of having multiple people assess tickets differently.

• An unbiased perspective that makes it easier to provide constructive feedback to agents without damaging manager-agent relationships during customer service quality discussions.

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 quality assurance reviews to your customer service workflow and improve the quality of your support.

If you’re on the lookout for a Customer Service QA Specialist, check out this free template which contains a Quality Assurance Specialist job description, responsibilities, and requirements for the role.

Use it as a basis to create your job ads and find the best candidates (maybe from within your team!).

Customer service quality assurance specialist job description template

As a Customer Service Quality Assurance Specialist, your goal will be to maintain a high and consistent level of support quality across the team. You can better understand this mission by taking a look at your main responsibilities:

Responsibilities:

• Maintain and develop internal quality standards.

• Assess support interactions (calls, email, chat messages) based on established quality standards.

• Accompany evaluations with meaningful and constructive feedback.

• Discuss and explain feedback with agents in regular meetings.

• Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.

• Participate in calibration sessions to maintain consistency in internal evaluations.

• Map the need for training and onboarding programs and initiate these projects.

• Create reports that reflect agent performance.

Requirements:

• Hands-on experience in customer service and quality assurance.

• Great communication skills and ability to provide constructive feedback.

• Good organizational skills and knowledge of goal-setting practices.

• Perception of basic business metrics and how support impacts those.

• Problem-solving capabilities to create meaningful strategies to improve support quality.

Customer service QA job description examples

Need more inspiration? Scroll down for more examples of QA Specialist job descriptions.

Keep in mind that the job title is not always ‘customer service quality assurance specialist’. Irrespective of the exact title, the core responsibilities remain the same. Depending on your business needs, though, you might find different skills more important than others.

Customer assurance assistant job description

Job purpose

• Provide a high level of quality support to the customer experience and assurance team in all matters concerning the transformation of customer service and assurance.

Main duties and responsibilities

• Ensure that all customer contact is accurately recorded, including complaints, compliments, inquiries, forwarding to the appropriate Investigating Officer for action to be taken.

• Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.

• Carry out regular customer service audits to ensure all relevant information is logged to provide a full record of all actions taken.

• Conduct post-complaint satisfaction surveys to obtain customer feedback and improve the customer experience.

• Coordinate and minute QA meetings and prepare any relevant data in advance.

Requirements

• Demonstrable experience in an office environment.

• Experience of working as a first point of contact.

• Excellent communication (written and verbal) and customer care skills.

Call center quality assurance analyst job description

We have partnered with a well-known business who are looking for a Call Center Quality Assurance Analyst to join their team.

What you’ll be doing

• Monitoring calls and emails to ensure they follow data protection.

• Analyzing and reporting data trends.

• Coaching and training the team where necessary.

• Ensuring the team provides a positive experience for customers.

What you’ll need to apply

• Previous Quality Assurance experience within a contact center or a customer service environment.

• Excellent communication skills.

QA customer service specialist job description

We are working with an industrial engineering company, recruiting for a QA customer service specialist to join their team.

Key responsibilities include:

• Engage with internal and external customers, engineering, tooling, production, operations, and other relevant stakeholders to address internal and external non-commences, concerns, and complaints.

• Lead problem resolution for system, process, and product issues and subsequent implementation of containment actions.

• Conduct root cause analysis and implement effective corrective and/or preventative actions.

• Perform internal audits in line with the annual audit plan, delivering robust internal processes that are fit for purpose and drive high standards.

• Train teams and individuals effectively on quality procedures, ensuring compliance with best practices across the business functions.

• Support & develop other quality team members with their roles and responsibilities.

Experience required:

• Previous quality assurance experience and demonstrated use of quality tools/methodology, including problem-solving methodologies.

• Experienced in writing process documentation, and relevant quality documentation.

• Ability to multitask, prioritize, and meet deadlines in a timely manner.

Customer support QA specialist job needs

QA reviews 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, and create reports.

If you’re serious about running a customer service quality assurance program at your company, you have to give your new QA specialist proper tools.

“Spreadsheets might work for a small team (<10 support agents), but the moment your team grows beyond that, I would recommend switching to a dedicated tool. For one, you won’t have to reinvent the wheel when it comes to calculations and data visualization. It’ll also help with just keeping track of things—and if the tool is AI-powered, it will also reduce the workload for your customer service QA specialist.” Ines van Dijk, Quality in Support

Quality assurance solutions like Zendesk QA can reduce the amount of time spent on QA by up to 70 percent. That gives you three times more time to focus on what matters the most: providing feedback to your support agents.

Even if you start using a customer service QA platform, the human element—like your new QA Specialist—is crucial for interpreting complex situations, offering detailed feedback, and realizing the full potential of automated quality assurance & AI.