Location: Muharrem Fejza, Pristina (On-site)

Working Hours: 18:00 - 02:00

LS Global operates in the field of global business optimization through specialized outsourcing services. The company is seeking a motivated, analytical, and detail-focused Quality Assurance (QA) Analyst to become part of its expanding team in Pristina. In this position, the selected candidate will review agent performance, maintain quality benchmarks, and coordinate with Team Leads and Management to support ongoing improvement and operational results.

Key Responsibilities:

• Review inbound and outbound calls to verify compliance with quality requirements and internal company policies.
• Oversee the quality results of assigned agents and detect areas where coaching and performance enhancement are needed.
• Work together with Team Leads and Management to resolve performance concerns, strengthen agent results, and preserve quality expectations.
• Follow CRM platforms, dashboards, and other operational systems to measure agent activity, performance, and quality indicators.
• Deliver prompt and constructive feedback to agents in order to encourage continuous progress and alignment with company standards.
• Take over customer calls when required, including escalated cases or situations that need added assistance.
• Recognize recurring challenges and suggest improvements to processes, workflows, and overall service standards.

Qualifications:

• Previous experience in Quality Assurance within a call center setting or in a comparable position.
• Excellent written and spoken English at C1 level or above.
• Strong communication and interpersonal abilities.
• High level of attention to detail and strong analytical capability.
• Ability to give constructive feedback and contribute to the development of agents.
• Good command of CRM systems, performance dashboards, and quality monitoring tools.

What we offer:

• A competitive salary determined by experience.
• Opportunities for career advancement and internal promotion.
• Professional growth opportunities and leadership training.
• A supportive and positive team environment.

Location: Muharrem Fejza, Pristina (On-site)

Working Hours: 18:00 - 02:00

LS Global operates in the field of global business optimization through specialized outsourcing services. The company is seeking a motivated, analytical, and detail-focused Quality Assurance (QA) Analyst to become part of its expanding team in Pristina. In this position, the selected candidate will review agent performance, maintain quality benchmarks, and coordinate with Team Leads and Management to support ongoing improvement and operational results.

Key Responsibilities:

• Review inbound and outbound calls to verify compliance with quality requirements and internal company policies.
• Oversee the quality results of assigned agents and detect areas where coaching and performance enhancement are needed.
• Work together with Team Leads and Management to resolve performance concerns, strengthen agent results, and preserve quality expectations.
• Follow CRM platforms, dashboards, and other operational systems to measure agent activity, performance, and quality indicators.
• Deliver prompt and constructive feedback to agents in order to encourage continuous progress and alignment with company standards.
• Take over customer calls when required, including escalated cases or situations that need added assistance.
• Recognize recurring challenges and suggest improvements to processes, workflows, and overall service standards.

Qualifications:

• Previous experience in Quality Assurance within a call center setting or in a comparable position.
• Excellent written and spoken English at C1 level or above.
• Strong communication and interpersonal abilities.
• High level of attention to detail and strong analytical capability.
• Ability to give constructive feedback and contribute to the development of agents.
• Good command of CRM systems, performance dashboards, and quality monitoring tools.

What we offer:

• A competitive salary determined by experience.
• Opportunities for career advancement and internal promotion.
• Professional growth opportunities and leadership training.
• A supportive and positive team environment.