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**Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.**
**We are looking for a Quality Assurance Officer to evaluate and continuously improve the quality of support interactions. This role is an exciting opportunity to play a key role in elevating both customer experience and team performance.**
**What You Will Be Doing:**
* Performing quality evaluations of support tickets and calls using internal scorecards.
* Ensuring agents follow technical troubleshooting standards, workflows, and best practices.
* Analyzing client-reported problems and collaborating with the business team on action plans.
* Identifying gaps in processes and contributing to improvements in tooling, workflow, and documentation.
**About You:**
* Experience in Technical Support, Support Quality Assurance Officer, or related roles (within B2B SaaS, FinTech, or RegTech environments).
* Experience with QA frameworks and tools, such as COPC® standards and quality evaluation platforms (e.g., Zendesk QA, Klaus, or similar).
* Proficient in English (upper-intermediate or higher) & capable of delivering clear, structured, and actionable feedback.
* Strong customer-oriented attitude, commitment to high support standards, and ability to stay calm and effective when handling complex cases.
**Would be a huge advantage:**
* Understanding of web technologies, including networking basics, API requests, logs, and hands-on experience with API debugging tools (e.g., Postman).
* Troubleshooting skills using browser developer tools (Network/Console) with basic SQL knowledge as a plus.
**What We Offer:**
* Remote-first, trust-based culture.
* True flexibility.
* Extra time off (birthday holiday, personal days, sick days, Christmas and New Year).
* Work that matters: contribute to a secure, accessible, and inclusive digital world.
* Compensation benchmarked to the market.
* Truly global team and customer base.
* Clear goals, open feedback, and personal development plans with learning opportunities.
* Team offsites.
* Provision of necessary tools and hardware.
* A friendly, inclusive, and supportive work environment.
**The hiring stages:** TA screening -> Hiring Manager Interview.