Call Monitoring and Quality Assurance Specialist

Revenued Albania is the rapidly expanding Tirana branch of Revenued, LLC, a fintech company founded by leaders in the U.S. alternative small business financing industry. Since Revenued Albania's start, we have been committed to offering top-tier talent opportunities in areas such as Sales, Customer Service, Debt Collection, Legal Services, Underwriting, Marketing, Data Science, and Technology. At Revenued Albania, we not only attract exceptional talent but also provide competitive compensation and benefits, including private medical insurance, ongoing training, performance bonuses, transportation, and real opportunities for career growth. Our modern offices are located in the ETC Business Center, featuring sweeping views of Tirana, with convenient access to an attached shopping mall, food court, bars, and more. Join us and become part of a thriving fintech company, where you can work alongside ambitious, career-driven professionals. Don’t miss your chance to grow with us! We are looking for a detail-oriented and people-focused **Junior Level Call Monitoring and Quality Assurance Specialist** to help us maintain strong service standards across customer interactions. This role focuses on reviewing calls, evaluating representative performance, tracking key metrics, identifying areas for improvement, and providing the team with clear, helpful feedback. This is NOT a software or developer-related QA role. The focus is on call quality, customer service performance, compliance, communication standards, and operational performance metrics. Working hours 11:00 am - 7:00 pm **Key Responsibilities** - Monitor and evaluate customer calls based on company quality standards, scorecards, and expectations. - Review how representatives communicate with customers, including tone, accuracy, professionalism, empathy, and compliance with required procedures. - Track individual and team performance metrics on a regular basis. - Prepare reports that show trends, strengths, opportunities for improvement, and overall performance results. - Identify recurring issues, gaps, or coaching opportunities in customer interactions and provide clear feedback to team leaders or managers. - Help ensure representatives are following company guidelines, call handling expectations, and required disclosures. - Participate in calibration sessions to help keep evaluations fair, consistent, and aligned with company standards. - Provide feedback that is respectful, clear, and useful for improving representative performance. - Support team leaders with data, call examples, and performance insights when coaching opportunities are identified. - Maintain accurate records of evaluations, findings, and performance results. - Help identify best practices from strong-performing representatives that can be shared with the wider team. - May be required to perform other tasks and duties reasonably related to job responsibilities. **What We Are Looking For** - Experience in call monitoring, quality assurance, customer service, collections, sales, or a similar call center environment. - Strong listening skills and the ability to evaluate calls fairly and objectively. - Good understanding of customer service standards and professional communication. - Ability to track, organize, and review performance data. - Comfortable working with reports, spreadsheets, scorecards, and performance dashboards. - Strong attention to detail. - Good written and verbal communication skills. - Ability to give feedback in a professional and constructive way. - Reliable, organized, and able to manage multiple evaluations or reports within deadlines. - Comfortable identifying trends and explaining them clearly to leadership. - C1 Proficiency in both written and spoken English. **Preferred Qualifications** - Previous experience as a QA Specialist, Team Leader, Trainer, Senior Representative, or Call Center Supervisor. - Experience using call monitoring systems, CRM platforms, or reporting tools. - Familiarity with performance metrics such as QA scores, call handling, compliance results, productivity, call volume, attendance, customer experience, or other team KPIs. Experience in preparing weekly or monthly performance reports. *We thank you for your interest in career opportunities with Revenued Albania. Due to the high volume, only those candidates selected for an interview will be contacted.* Burimi: https://al.linkedin.com/jobs/view/call-monitoring-and-quality-assurance-specialist-at-revalbania-4433422053

Niveli: senior