Customer Service Quality Control Specialist (TSS)

We Are Looking For

We are seeking an ambitious individual who is eager to grow both financially and professionally while unlocking their full potential.

About the Project

• Fuel card sales in the U.S. (all sales are conducted within the United States).
• Project launch: March 2024.
• Company background: Operating since 2017, with a similar project successfully growing for the past five years. Based on its stable performance, we have decided to expand operations and diversify our product range. (This is not a new market test; the concept has already proven successful, and we are now focused on scaling the business by offering a broader product portfolio).
• Part of a logistics group: The project is a division of a U.S. trucking logistics group, which is the market leader in Uzbekistan. The company is a registered IT Park resident with offices in Tashkent (two offices), Chicago, and Orlando.
• Well-established processes: The company has fully developed operational processes. You can adopt existing systems from our similar project, adapt them, or implement new ones from scratch—this depends on the manager’s vision and capabilities. The owners are highly receptive to innovation.
• Expansion plans: By the end of 2025, we aim to fully assemble the team in Tashkent.

Job Description:

We are looking for a Customer Service Quality Control Specialist responsible for enhancing Quality KPIs, conducting audits, and providing feedback to the Customer Service Manager and Customer Service Specialists. The Quality Control Specialist will ensure compliance with policies and internal guidelines for information shared with clients. Additionally, this role includes conducting coaching sessions based on audit scores to support continuous improvement in customer service standards.

Key Responsibilities:

• Quality Improvement: Track and improve Quality KPIs to ensure excellent customer service.
• Auditing: Conduct regular audits of customer interactions to assess adherence to compliance policies and internal guidelines.
• Feedback Provision: Provide detailed feedback to the CS Manager and CS Specialists to help identify areas for improvement.
• Coaching Sessions: Organize coaching sessions based on audit results, offering guidance to enhance service quality and client interactions.

Qualifications:

• Proven experience in customer service quality control or a similar role.
• Strong understanding of customer service standards, compliance, and internal policy adherence.
• Excellent communication and coaching skills to provide constructive feedback.
• High attention to detail and a commitment to continuous improvement.

What We Offer:

• Competitive Salary (negotiable based on competencies).
• Management that listens – your ideas and contributions will be valued.
• Official employment under the Labor Code of Uzbekistan (official payroll, 21 days of paid annual leave).
• 5/2 work schedule following the U.S. production calendar for holidays and weekends.
• Hybrid work format (as the team operates on U.S. time from 19:00 to 03:00 Tashkent time).
• Partial or full coverage of industry-related training (upon agreement with management).
• Office located in Ganga (Tashkent).
• Corporate events & team-building activities.
• Adequate budgets for business process automation.
• Professional management with a structured, growth-oriented approach (not the "local" management style).
• Clear understanding of project management processes – there will be no mentor, so we need someone who already knows how to run and develop a project independently.