Quality Assurance

JOB RESPONSIBILITIES

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.

1. 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.

2. Identify areas of improvement and recommend actionable steps for training

and development.

3. Maintain QA reports, scorecards, and performance summaries on a daily and

weekly basis.

4. Collaborate with team leads and management to ensure quality goals are

met consistently.

5. Ensure agents follow scripts, company policies, and proper towing and

roadside assistance procedures.

6. Participate in calibration sessions to ensure consistency in evaluations and

scoring.

7. Assist in updating QA rubrics and process documentation as needed.

QUALIFICATIONS

1. Senior High School graduate or equivalent; Bachelor's degree is a plus.

2. Strong verbal and written English communication skills.

3. Strong analytical skills and attention to detail.

4. Comfortable using computers, CRM systems, and Google Workspace.

5. Willing to learn QA processes and performance evaluation techniques.

6. Able to work independently with minimal supervision.

7. Previous QA, Customer Service, or Dispatch experience is a plus but not

required.

8. Experience in towing, roadside assistance, logistics, or related industries is an

advantage.

WORK CONDITION

1. Full-time, 8-hour shift, 5 days per week.

2. Compensation is $ 2. 80 USD/hr. (weekly payment) with $64.00 USD/month

(Attendance Bonus).

3. Must be available to work during Pacific Standard Time (PST) business hours.

4. Morning Shift: 4:00 AM – 12:00 PM PST (3:00 PM – 11:00 PM Tbilisi Time).

5. Work on weekends and holidays as needed.

6. On-site position at 5 Abuseridze Tbeli St., Tbilisi,