Quality Assurance Specialist, Customer Support

ABOUT US At IPRoyal, we empower startups and global enterprises with cutting-edge data mining infrastructure. Our dedicated team works around the clock to deliver powerful, cost-effective, and reliable solutions that create real value for our clients. From streamlining operations to unlocking new opportunities, our engineers turn publicly available data into actionable insights. With IPRoyal, businesses enjoy first-class, scalable experiences that grow alongside them. ABOUT THE ROLE We're looking for a Quality Assurance (QA) Specialist to own the daily evaluation of Customer Support quality across our proxy brands. You'll review live and historical conversations against a defined scorecard, surface patterns and risks, and hand team leads the insights they need to coach their own agents. You'll also have real ownership over the process itself, questioning what's in place today and proposing what should change. This is an independent quality function — your scoring integrity isn't subordinate to how the team you're evaluating is performing. WHAT YOU'LL DO Score a daily, randomized, cross-shift sample of Customer Support conversations against our QA scorecard, with every score backed by a specific moment from the transcript; Run calibration sessions to test your own consistency over time, and own the scorecard system as criteria evolve; Track quality trends by agent, team, shift, and brand, and connect them to CSAT, first contact resolution, and other CS metrics; Produce regular QA reports for leadership, with unfiltered scores plus context and recommended actions, and surface systemic issues like canned response misfires or weak de-escalation; Package findings into clear insights for team leads, so they can run the coaching and training conversations with their own agents; Review our QA process itself, and bring ideas for how to sharpen, simplify, or scale it as you build the function. WHAT WE EXPECT Experience: 2+ years in a customer support, QA, or quality role, ideally in SaaS, tech, or a high-volume support environment; Analytical Mindset: Comfortable working with scorecards, spreadsheets, and support metrics; Attention to Detail: The discipline to review transcripts line by line before finalizing a score; Objectivity and Integrity: Able to score every agent with equal rigor, regardless of relationship or seniority; Tooling Familiarity: Experience with support tools such as Intercom, Zendesk, or similar, and comfort evaluating AI-assisted support responses; Technical Fluency: Able to judge whether a technical answer across our proxy products was actually correct, not just well-worded; Written English: Strong, precise, and evidence-based - you can give professional feedback that holds up under scrutiny; Process Mindset: Comfortable building something from scratch and improving it as you go - a strong plus, though not required. WHAT WE OFFER Flexible work setup: Remote work opportunity with the possibility to work worldwide or from our offices in Vilnius, Kaunas, or Klaipėda with adjustable hours; Real ownership: Shape how quality is measured and improved, with your scores and insights reaching leadership unfiltered; Positive work environment: Thrive and grow in a supportive atmosphere where your contributions are valued and recognized; Exclusive perks: Enjoy a range of benefits, from snacks and bonuses to teambuildings and exciting workations; Additional support: Access budgets for new work equipment, healthcare needs, learning and more; Salary range: €1,900–2,600 gross/month.