FrontLogix | Beyond Customer Care

FrontLogix Black

Quality Assurance Specialist

  • Full Time
  • Skopje

Website frontlogix FrontLogix

Outsourcing, CX Strategy, and Technology

Position: Quality Assurance Specialist

Location: Skopje Macedonia 
Seniority: Mid-Senior Level
Employment type: Full-time, 2 pm to 11 pm, Monday through Friday
Job function/department: Operations
Reports to: Team Lead (Operations)


About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamlines the way companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

This position is responsible for conducting the contact center’s quality assurance (QA) efforts; its primary objective is to optimize our customer experience while making the most efficient use of our staffing resources.

Training and work will be performed from our office.

Duties and Responsibilities: 

  • Coordinates and conducts QA monitoring and Quality Audits for the contact center’s operations, across all channels, and maintains reporting to all relevant stakeholders
  • Assists with developing and maintaining QA processes, including sample selection, documentation, and reporting of results, including in a leadership capacity, as necessary
  • Builds and utilizes Evaluation Forms, Standard Operating Procedures, and Process Flow Charts, as necessary, for maintaining Contact Center adherence to established best practices for all channels
  • Utilizes and maintains the Contact Center’s quality management system, as available, and maintains all appropriate reporting from it
  • Collaborates with relevant departments, call center staff, and (as-needed) customers to identify opportunities for improvement of approaches, skills, and processes
  • Conducts perpetual training and coaching for Contact Center staff (including supervisors, as necessary)
  • Provides objective, fair assessments of a set number of calls daily, weekly, and monthly to improve QA
  • Performs assessment and reporting on Contact Center staff performance relative to quality-relevant KPIs and service levels (including but not limited to script adherence, keyword use, etc.)
  • Executes special projects and tasks as assigned by management
  • Identifies possible improvements to processes, policies, and technology that will improve departmental and/or Contact Center efficacy

Required Qualifications / Experience / Knowledge:

  • 2+ years of experience in customer service or support, preferably in a contact center environment
  • 2+ years of experience leading quality assurance efforts for a high-volume, multichannel contact center
  • 3+ years total experience in contact center environments, preferably including multichannel inbound traffic and back-office applications
  • Proficiency with computer and network skills, preferably in G-suite applications, Salesforce, and Dialpad or similar/equivalent systems
  • Familiarity with industry-standard Quality Assurance and Quality Monitoring applications
  • Excellent communication skills; fully fluent in English
  • Strong preference for candidates with experience in eCommerce environments

A competitive compensation package is offered based on qualifications:

  • Healthcare coverage + private insurance 
  • Vacation and paid holidays
  • Location: Skopje, Macedonia 
  • Compensation: Based on experience

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