Call Monitoring and Quality Assurance Specialist

About the Company

Revenued Albania is the fast-growing Tirana office of Revenued, LLC, a fintech business led by experts from the U.S. alternative small business financing sector. The company has built opportunities for professionals across Sales, Customer Service, Debt Collection, Legal Services, Underwriting, Marketing, Data Science, and Technology.

The workplace offers competitive pay and benefits, including private medical insurance, continuous learning opportunities, performance-based bonuses, transportation support, and genuine room for career development. The office is based in the ETC Business Center, with open views of Tirana and easy access to a connected shopping mall, food court, bars, and other conveniences.

This is a junior-level, detail-focused role for someone who enjoys working with people and wants to help maintain high service standards across customer conversations.

Role Summary

The position is centered on reviewing customer calls, assessing representative performance, monitoring key metrics, spotting improvement opportunities, and sharing clear, practical feedback with the team. It is specifically focused on call quality, customer service performance, compliance, communication standards, and operational metrics rather than software or developer QA work.

Working Hours

The schedule runs from 11:00 am to 7:00 pm.

Key Responsibilities

• Listen to and assess customer calls against company quality standards, evaluation scorecards, and performance expectations.
• Review how team members interact with customers, with attention to tone, accuracy, professionalism, empathy, and adherence to required procedures.
• Regularly monitor individual and team performance indicators.
• Create reports that highlight patterns, strengths, areas needing improvement, and overall results.
• Detect repeated issues, skill gaps, and coaching opportunities in customer interactions, then share actionable feedback with team leaders or managers.
• Support compliance with company policies, call-handling standards, and mandatory disclosures.
• Take part in calibration sessions to ensure evaluations remain fair, consistent, and aligned with company expectations.
• Deliver feedback in a constructive, respectful, and easy-to-use format that helps improve performance.
• Assist team leaders with data, call examples, and performance insights when coaching needs are identified.
• Keep evaluation notes, findings, and results accurately recorded.
• Identify successful practices used by top performers that can be shared across the team.
• Carry out other related duties as reasonably required by the role.

Candidate Profile

Applicants should be comfortable working in a call center or customer-facing environment and be able to evaluate interactions objectively and carefully. The role requires strong listening ability, good judgment, and the confidence to turn findings into helpful feedback and reports.

Requirements

• Background in call monitoring, quality assurance, customer service, collections, sales, or a related call center setting.
• Strong active listening skills and the ability to assess calls objectively.
• Solid understanding of customer service standards and professional communication.
• Ability to organize, analyze, and track performance data.
• Comfort using reports, spreadsheets, scorecards, and performance dashboards.
• Excellent attention to detail.
• Strong written and spoken communication skills.
• Ability to provide feedback in a professional and constructive manner.
• Reliable, organized, and able to handle multiple evaluations or reports within deadlines.
• Capable of identifying trends and explaining them clearly to leadership.
• C1-level proficiency in both written and spoken English.

Preferred Experience

• Prior work as a QA Specialist, Team Leader, Trainer, Senior Representative, or Call Center Supervisor.
• Experience with call monitoring platforms, CRM systems, or reporting tools.
• Familiarity with metrics such as QA scores, call handling, compliance results, productivity, call volume, attendance, customer experience, and other team KPIs.
• Experience preparing weekly or monthly performance reports.

Benefits

• Private medical insurance.
• Ongoing training and development.
• Performance bonuses.
• Transportation support.
• Clear opportunities for career growth.

Additional Information

The employer notes that this is a non-technical QA role and is not related to software development. Candidates should also note that, because of the number of applications received, only shortlisted applicants will be contacted for interview consideration.