Support Quality Control Team Lead

Описание

OBRIO is an IT company with Ukrainian roots inside Genesis business ecosystem. Our team consists of more than 250 talented professionals whose ambitions and striving for success help us build the best products on the market. We have offices in Kyiv and Warsaw.We are developing Nebula – the biggest brand in the spiritual niche:Nebula is #1 in its niche in terms of downloads and revenue targets;60 million users worldwide;Users from 50+ countries;4.8 - our average AppStore rating (with more than 215 thousand ratings).OBRIO — a Forbes-recognized lovemark brand with the highest eNPS.We are looking for a Support Quality Control Team Lead to take ownership of the quality control processes within our Customer Support department. You will design and implement frameworks from the ground up, turn audit data into impactful strategies, and champion a culture of excellence and continuous improvement across the support organization.Your ImpactLead and manage the QC function in Support, aligning with broader business goals.Create and improve quality frameworks, scorecards, and evaluation tools.Analyze audit results and user feedback to identify improvement areas.Deliver insightful, data-driven reports and recommendations to stakeholders.Collaborate with Team Leaders, L&D, and Product to implement coaching and process changes.Monitor key KPIs (CSAT, QC scores, FRT, ART, escalations) and raise quality benchmarks.Drive automation initiatives and explore AI-based evaluation tools.Own reporting structures for operational and leadership reviews.Promote a feedback-driven culture of learning and development.About YouExperience: 3+ years in Support QC with 2+ years in a leadership role.Frameworks: Strong skills in designing and executing evaluation rubrics and QC systems.Tools: Proficiency with Zendesk, Intercom, Google Workspace, Notion.Automation: Familiarity with AI-based support quality solutions.Analytical: Strong reporting and performance analysis skills.KPIs: Deep understanding of support metrics like CSAT, FRT, ART, escalation rates.Leadership: Inspires and influences others to embrace a quality-focused culture.Our BenefitsWork from the comfort of your home or from one of our offices in Kyiv or Warsaw. The choice is yours!Enjoy 20 annual vacation days and unlimited sick leave, all covered by the company;Don't worry about getting the right equipment, we've got you covered if necessary;Stay healthy with access to a corporate doctor online, and health insurance options in Ukraine or a fixed amount towards insurance abroad after your probation period;Keep learning with our extensive corporate library, internal online meetings, and lectures;Grow your skills with our training compensation program;Take advantage of our supportive corporate culture, including assistance with relocation, advice on legal stay abroad, housing support, and help for third-country nationals;Have fun with our online events and team-building activities!Here's what our hiring journey looks like: Initial Screening Team Interview Skill Assessment Final Check Job Offer.Let's team up and reach for the stars together!More about us on social media: Instagram, LinkedIn, TikTok.Discover our job openings, refer friends, and get an exclusive behind-the-scenes look at OBRIO by joining our Telegram.