Quality Control Specialist (Support Team)

Описание

Sumsub is the one verification platform to secure the whole user journey. With Sumsub’s customizable KYC, KYB, transaction monitoring and fraud prevention solutions, you can orchestrate your verification process, welcome more customers worldwide, meet compliance requirements, reduce costs and protect your business.

Sumsub has over 4000 clients across the fintech, crypto, transportation, trading and gaming industries including Duolingo, Bitpanda, Wirex, Avis, Exness, Flippa, italki, Bybit, LBANK, Gett, Kaizen Gaming, and TransferGo.

Our products are recognised by industry leaders like Gartner's Magic Quadrant, Forrester Wave™ and Frost Radar™.

We are seeking a highly organized and detail-oriented Quality Control Specialist to join our Support team. This role will focus on reviewing and ensuring the quality, clarity, accuracy, and professionalism of written communication between our Support representatives and clients. As a key part of our B2B support department, your primary responsibility will be to uphold the high standards of communication that reflect the professionalism of our brand and meet our clients' expectations.

What You Will Be Doing:

• Monitoring and evaluating written communications (emails, chat messages, tickets, etc.) sent by Support representatives through Intercom, ensuring they meet company standards for clarity, accuracy, tone, grammar, and professionalism.
• Ensuring all client-facing communication aligns with the company’s communication guidelines, tone, and style. Correcting and suggesting improvements to ensure all written messages are coherent and customer-friendly.
• Providing actionable feedback to Support agents to improve their communication skills and ensure adherence to quality standards. Providing recommendations on how to improve written responses to client inquiries.
• Identifying recurring issues or areas where communication may be unclear or misunderstood, proposing solutions to improve the overall quality of the support team’s written communication.
• Working closely with Support agents and management to understand common client queries and communication challenges. Assisting in developing templates, scripts, and FAQs to ensure consistency in messaging.
• Monitoring and reporting on key performance indicators (KPIs) related to communication quality. Assisting in conducting audits of written communications using Klaus ensuring ongoing compliance.
• Staying up-to-date with industry best practices for customer communication and providing insights to continuously improve processes, tone, and messaging strategies.
• Participating in the onboarding and ongoing training of Support agents, providing feedback on communication and offering tips for better client engagement.

About You:

• Fluent in English (B2 or higher).
• 2+ years of experience in support role, with a focus on written communication (experience as a Quality Control Specialist would be a plus).
• Experience with Technical Support (or tech related skills) would be a plus, but not required.
• Exceptional grammar, spelling, punctuation, and writing style.
• Ability to detect and correct small errors or inconsistencies in communication.
• Ability to assess written communication objectively and provide constructive feedback.
• Experience of working in a B2B environment, with an understanding of professional communication norms and client relationships.
• Proficiency with Intercom (client communication), Slack (team communication), and Klaus (for quality control reviews).
• Ability to identify patterns in communications and suggest improvements to enhance customer satisfaction.
  
  

What We Offer:

• Fully remote and flexible working schedule, with access to a coworking space (in some locations).
• Working with a product that matters. Our technology helps to protect millions of users and lots of online services worldwide.
• International project. Our team works from offices in Berlin, Limassol, London, and Miami, our customers are spread from Mexico and the USA to Hong Kong, South Korea, and Singapore.
• 1 extra day off to celebrate your birthday.
• 7 additional days to enjoy the Christmas & New Year holidays.
• 7 days of sick leave (without the need for documentation).
• Regular, fully covered team offsites to connect and collaborate.
• Learning opportunities and support to attend industry events with the team.

The hiring stages: TA screening -> manager interview -> final round.

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.