QC / Customer Support Specialist

Grove Global Consult, a leading consulting and recruitment agency, is looking for a QC / Customer Support Specialist to join the team of one of our prestigious clients.

If you are a detail-oriented professional with strong communication skills, analytical thinking, and an eye for identifying risks and inconsistencies, this could be the right opportunity for you.

In this role, you will combine customer support, quality control, process compliance, and risk identification, while working with modern AI-powered tools to improve communication quality and operational efficiency.

Your Responsibilities

Customer Communication

•    Handle day-to-day communication with clients via email and chat.

•    Ensure all customer communication follows company standards and guidelines.

•    Identify customer concerns, complaints, and potentially sensitive cases and ensure they are handled appropriately.

Quality Control & Risk Identification

•    Review communication between the Sales team and clients to ensure quality, accuracy, and compliance with company standards.

•    Identify inappropriate, inaccurate, incomplete, or potentially risky statements.

•    Provide constructive feedback to relevant team members.

•    Identify recurring issues and communication patterns that may require attention.

Case Escalation

•    Identify cases requiring involvement from other departments.

•    Escalate issues according to established internal procedures.

•    Follow up on escalated cases and ensure appropriate resolution and communication.

•    Maintain accurate records of escalations and their outcomes.

Protocol & Process Compliance

•    Monitor compliance with company protocols, procedures, and communication standards.

•    Conduct regular quality checks of customer-facing interactions.

•    Identify recurring deviations and report them to management.

•    Support the improvement and standardization of internal processes.

AI Tools & Technology

•    Use AI-powered tools and digital platforms as part of your daily QC and customer support activities.

•    Apply AI solutions to analyze communication, identify potential risks, and improve response quality.

•    Follow company guidelines regarding the responsible use of AI.

•    Stay up to date with new AI functionalities and tools.

Reporting & Continuous Improvement

•    Maintain accurate records of quality-control findings, escalations, and process deviations.

•    Identify trends and recurring issues.

•    Prepare feedback and observations for management and relevant departments.

•    Contribute to initiatives aimed at improving customer experience, communication quality, risk management, and operational efficiency.

What We Are Looking For

•    Previous experience in Customer Support, Quality Control, Compliance, Operations, Sales Support, or a similar role.

•    Excellent written and verbal English communication skills.

•    Strong attention to detail and ability to identify inconsistencies, risks, and deviations.

•    Excellent analytical and critical-thinking skills.

•    Ability to handle sensitive customer situations professionally and objectively.

•    Strong organizational skills and ability to manage multiple cases simultaneously.

•    Excellent communication and teamwork skills.

•    Confidence working with AI tools and digital platforms.

•    Willingness to learn and adapt to new technologies and processes.

•    Ability to follow established procedures while identifying opportunities for improvement.

•    Good judgment and ability to recognize when an issue should be handled independently or escalated.

Key Competencies

•    Attention to detail

•    Analytical thinking

•    Risk awareness

•    Customer orientation

•    Problem solving

•    Quality mindset

•    Process compliance

•    Confidentiality and discretion

•    Team collaboration

•    Adaptability and willingness to learn

What We Offer

•    Opportunity to join a stable and growing international organization.

•    A dynamic role combining Customer Support, Quality Control, Compliance, and AI technology.

•    Professional environment with opportunities for learning and career development.

•    Exposure to modern AI-powered tools and innovative processes.

•    Opportunity to contribute ideas and make a real impact on processes and customer experience.

•    Supportive and collaborative team environment.

•    Competitive remuneration package.

•    Long-term career development opportunities.

If you are looking for a role where attention to detail, analytical thinking, and communication skills truly matter, we would be happy to hear from you.

Apply now and take your career to the next level!

Recruitment license issued by the Ministry of Labor and Social Policy under № 3018 / 30.04.2020.