Quality Analyst Supervisor

We are looking for someone with  a passion for coaching, data analysis, and driving high-quality standards! If you are a team player ready to make a significant impact on our daily operations, keep reading - you might be the one we are looking for!

The position is open for applicants based in Serbia and Croatia.

Join us as a Quality Analyst Supervisor!

Your main responsibilities would be:

• Team leadership & People management: lead and mentor a team of approximately 10 Quality Analysts, overseeing their recruitment, onboarding, and continuous career development through regular 1 on 1 coaching.
• CSAT-driven quality strategy: direct the monitoring and calibration strategy across all channels, ensuring every evaluation is strictly aligned with the drivers of customer satisfaction.
• Operational resource planning: coordinate daily activities and workload distribution for the QA team to ensure all monitoring targets and project deadlines are met with high accuracy.
• Audit management & QA governance: drive the audit control framework and facilitate high-level calibrations to maintain a unified "source of truth" and eliminate subjectivity in quality evaluations.
• CSAT data analytics & insights: interpret complex quality results and perform root cause analysis on customer dissatisfaction to provide strategic insights to senior management and the client.
• High-level client partnership: serve as the primary point of contact for the client regarding quality trends and lead brainstorming sessions to align team output with business goals.
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What’s in it for YOU?

• Private health insurance.
• Work from home model of work. 
• 20% discount on our client’s services.
• Permanent contract.
• The opportunity to deepen your expertise in applied statistics, quality monitoring methods, and advanced leadership techniques.
• Work within a culture that values collaboration, teamwork, and the exchange of creative problem-solving ideas.
• A chance to shape the quality standards of our services and contribute directly to Client satisfaction.
• Transcom’s internal learning platforms and professional development tools.

What are we looking for?

• Previous work experience in a position such as Quality Analyst or Team Leader in customer support industry is mandatory.
• Training in Quality monitoring methods, applied statistics, training and/or coaching techniques would be an advantage.
• High-level skills in the Office package (Word/Excel/PowerPoint) and Google Apps.
• Full proficiency in English language. 
• Proven planning and organization capacity.
• Ability to adapt to changing environments while remaining motivated under pressure.

What life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together