Zeely AI
AI marketing platform
CustomerSupportQASpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support QA Specialist at Zeely AI. Skills: Customer Support QA, Quality Assurance, Customer Communication Evaluation, Agent Coaching and Feedback, QA Reporting. Maintain and improve the quality of customer communications. Ensure every customer interaction meets Zeely’s service standards”
What You'll Achieve.
Maintain and improve the quality of customer communications; Ensure every customer interaction meets Zeely’s service standards; Help support agents grow through structured feedback, coaching, and clear quality processes; Track quality dynamics by agent, team, shift, and support channel; Analyze QA results, identify trends, and suggest improvements
Industry & Context.
Ability to analyze customer interactions and identify both individual and systemic quality issues; Analytical thinking
What They're Looking For.
Must Have
3+ years of experience as a QС Analyst / QС Specialist in a contact center, customer support, or similar environment, Hands-on experience with QA scorecards, quality evaluation frameworks, and support standards, understanding of support quality metrics such as CSAT, FRT, QA Score, refund rate, and escalation trends, Upper-Intermediate English or higher, both written and spoken, Experience with CRM/helpdesk tools such as Zendesk, Intercom, or similar, Confident Excel / Google Sheets skills for reporting, tracking quality dynamics, and basic data analysis, Ability to analyze customer interactions and identify both individual and systemic quality issues, coaching and feedback skills, Analytical thinking, attention to detail, and the ability to explain complex things in simple words, High level of empathy combined with the ability to maintain clear standards, Mature, partner-like communication style — not a “controller”, but someone who helps the team grow
Nice to Have
Experience in SaaS or subscription-based products, Experience working with refunds, billing, disputes, or retention-related support cases, Experience building or scaling QC/QA processes, Experience participating in onboarding or training programs for support agents
What You'll Do.
Maintain and improve the quality of customer communications
Ensure every customer interaction meets Zeely’s service standards
Help support agents grow through structured feedback
and clear quality processes
Regularly review customer interactions across chats
and other support channels
Evaluate communication quality
and adherence to internal procedures
Identify recurring mistakes
and customer experience issues
Fill in QA scorecards for reviewed interactions and ensure consistent evaluation standards
and constructive feedback to support agents
Conduct 1: 1 coaching sessions based on real customer cases
Help agents improve their communication style
problem-solving approach
and understanding of support standards
Participate in onboarding and training of new support agents
Create and update training materials
and QA-related documentation
Prepare weekly and monthly QA reports for management
Track quality dynamics by agent
and suggest improvements
Participate in calibration sessions to align evaluation standards across the team
Work closely with Team Leads and Support Management to address recurring issues and improve support processes
How You'll Work.
Team & Collaboration
Provide feedback to support agents; Conduct 1:1 coaching sessions; Participate in onboarding and training of new support agents; Work closely with Team Leads and Support Management to address recurring issues and improve support processes; Participate in calibration sessions to align evaluation standards across the team
Communication Scope
Upper-Intermediate English or higher, both written and spoken; Ability to explain complex things in simple words; Mature, partner-like communication style
Full Job Description
We’re looking for a talented Customer Success Quality Specialist who will be responsible for maintaining and improving the quality of customer communications across our support team. The main goal of this role is to ensure that every customer interaction meets Zeely’s service standards, while helping support agents grow through structured feedback, coaching, and clear quality processes. Zeely AI is an all-in-one AI marketing platform that helps small businesses and marketing teams grow faster and achieve their goals through high-performing content and automation. Our platform enables users to create ad creatives, UGC videos, viral content, banners, and more, as well as launch effective paid and organic campaigns across Meta channels. In simple terms, we’ve made world-class AI marketing tools and solutions accessible to businesses that previously could only get this level of support from large brands with expensive marketing teams. What You’ll Be Doing: - Regularly review customer interactions across chats, emails, comments, and other support channels. - Evaluate communication quality, tone of voice, accuracy, compliance, and adherence to internal procedures. - Identify recurring mistakes, script violations, process gaps, and customer experience issues. - Fill in QA scorecards for reviewed interactions and ensure consistent evaluation standards. - Provide clear, structured, and constructive feedback to support agents. - Conduct 1:1 coaching sessions based on real customer cases. - Help agents improve their communication style, problem-solving approach, and understanding of support standards. - Participate in onboarding and training of new support agents. - Create and update training materials, guides, and QA-related documentation. - Prepare weekly and monthly QA reports for management. - Track quality dynamics by agent, team, shift, and support channel. - Analyze QA results, identify trends, and suggest improvements. - Participate in calibration sessions to align eva
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