Quality Control Specialist - Liven in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture investment world. Together with the co-founders, we gather strong teams to launch product IT businesses and win in global markets.

We are currently looking for a Quality Control Specialist at Liven.

Liven creates an ecosystem of products that help people better understand themselves, control their thoughts and, as a result, feel better.

We believe that self-exploration is a life-long journey, and that is why we are building a self-discovery companion app that makes this journey clear, pleasant and interesting. We started with an application that has already been installed by one and a half million users and are gradually adding new services to it. Launching online sessions with experts and nutritional supplements to restore the body.

The Liven team grows like a fractal, where each branch develops independently, but repeats the general approach. Each of us has an impact on business results, but we act independently. As a result: rapid scaling without loss of identity.

If you are driven by the idea of changing the lives of users - let's get to know each other!

In the role of Quality Control Specialist, you will be a specialist who takes care of the high quality of answers, decisions and actions of the Support-team.

You will analyze the work of agents for compliance with procedures and Tone of Voice, help identify areas for improvement, develop a quality system through analytics, training the team, providing feedback to agents, implementing automations. In this way, you will directly influence the quality of communication and the experience of Liven customers!

What challenges await you:

— End-to-End Ownership of Quality
Take responsibility for the quality of the Support-team comprehensively: compliance with flow, Tone of Voice, agent decisions and real Customer Experience. This role is not just to evaluate, but to build and maintain consistently high quality standards in a rapidly growing team.

— Data-Driven Quality Improvement
Analyze CSAT, internal assessments, user and agent feedback, find root causes of problems and translate analytics into specific actions: updating processes, evaluation criteria, training materials and documentation.

— Agent Development, Mentoring & Onboarding
Develop agents at all stages — from onboarding to mature specialists: conduct 1-1, work with complex cases, give personalized feedback and form action plans for quality growth.

— Operational Expertise & Support
Be the expert who is consulted in complex or non-standard situations: help agents in real time, advise on cases, maintain the quality of solutions even in dynamic conditions.

— System, Tools & Automation Development
Develop a quality system: update evaluation criteria, Help Center and internal documentation, test new tools, automations and processes, participate in the launch of new features and changes in support.

— Cross-Functional Impact & Voice of Customer
Work at the intersection of Support, Product, Engineering and Marketing: report bugs, share insights from customer interactions, influence product, communication and decisions that shape user experience.

What is important to us:

— Experience & Analytics
At least 1 year in QC / Shift Lead or related positions, you understand support processes and able to analyze trends to find the root causes of problems.

— English Proficiency
Practical English at B2 level (speaking & writing).

— Critical Thinking & Attention to Detail
Able to notice small and systemic errors in cases and processes, offer practical solutions and preventive measures that increase the stability and quality of work teams.

— Communication & Agent Development
You adapt feedback to the agent, conduct 1-1 and mentoring, work constructively with difficult conversations, motivate and help agents grow in quality and confidence.

— Initiative & Process Ownership
Propose and test improvements to flows, templates, tools, and evaluation criteria, document results, coordinate changes with the team and influence the quality of processes

— Cross-Functional Collaboration
You work with Operations, Training, Product, Engineering and Marketing, you know how to build interaction with various stakeholders, share insights and influence decisions that directly affect the customer experience.

— Tools & Systems
Confident use of Zendesk, Notion or similar systems; quick adaptation to new tools and processes.

It will definitely be a plus:

— Product Company Background:
Experience working in a product company where everything moves quickly (as opposed to classic outsourcing).

— Passion for Mental Wellbeing:
Interest in the topics of psychology, mental health or mindfulness.

— English Proficiency:
The Advance level is for free communication with the team and understanding the context of our global users.

Why Liven?

People come to Liven to realize their aspiration. Here's how we support you while you grow with us:

— A culture where your ideas are heard and initiative is welcomed;
— A team of more than 200 driven professionals that is constantly growing
— Health insurance, your own doctor and massage;
— Internal communities—we share experiences and build skills;
— Sports and hobbies: functional training, yoga, running, board games and much more;
— Opportunities for continuous learning and professional development;
— Meaningful work — what you do really affects the quality of people's lives.

In addition to businesses, we are developing the SKELAR foundation charity fund, which was created by company employees. Within the framework of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

Let's build the next big everything together!