Quality Control Specialist

Hi! We are Liven. We develop a global ecosystem of products that help people gain self-observability and steer away from negative thoughts, patterns, and behaviors on their personal journey.

Inside our ecosystem:

— Self-discovery companion — an app that helps 2.5M users build a deeper relationship with themselves. It’s a space for self-exploration through AI coaching, mood trackers, sound practices, and bite-sized learning.

— Online Coaching — sessions with certified experts to navigate complex life situations.

— Supplements — for physical recovery and bodily support.

Liven is a company for the curious. We are driven by curiosity — an inner need to ask questions, dig deeper, and never stop in the face of the unknown. We are passionate about creating products and solutions that truly help. Our entire culture of experimentation exists to find better ways to support and guide people on their self-discovery journey.

We are looking for a Quality Control Specialist at Liven. In this role, you will be the expert responsible for maintaining a high standard of responses, decisions, and actions within the Support team.

You will analyze agents’ performance for compliance with procedures and Tone of Voice, help identify improvement areas, and develop the quality system through analytics, team training, agent feedback, and the implementation of automations. In this role, you will directly impact the quality of communication and the overall customer experience at Liven.

🎯 How Will You Make An Impact?

— End-to-End Ownership of Quality
Take full responsibility for Support team quality: adherence to workflows, Tone of Voice, decision-making, and real customer experience. This role goes beyond evaluation — you will build and maintain consistently high quality standards in a fast-growing team.

— Data-Driven Quality Improvement
Analyze CSAT, internal quality scores, user and agent feedback to identify root causes and transform insights into concrete actions: process updates, evaluation criteria improvements, training materials, and documentation.

— Agent Development, Mentoring & Onboarding
Support agent growth at all stages — from onboarding to senior specialists: conduct 1:1s, review complex cases, provide personalized feedback, and create action plans to improve quality.

— Operational Expertise & Support
Act as a subject-matter expert for complex or non-standard situations: support agents in real time, consult on cases, and ensure decision quality even in dynamic conditions.

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

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

🧩 What Makes You a Perfect Fit?

— Experience & Analytics
At least 1 year of experience in QC, Shift Lead, or related roles. Strong understanding of support processes and the ability to analyze trends to identify root causes.

— English Proficiency
Practical English at a B2 level (spoken and written).

— Critical Thinking & Attention to Detail
Ability to identify both minor and systemic issues in cases and processes, propose practical solutions, and implement preventive measures to ensure consistent quality.

— Communication & Agent Development
Ability to adapt feedback to individual agents, conduct 1:1s and mentoring sessions, handle difficult conversations constructively, and motivate agents to grow in quality and confidence.

— Initiative & Process Ownership
Proactively suggest and test improvements to workflows, templates, tools, and evaluation criteria; document results, align changes with stakeholders, and influence overall process quality.

— Cross-Functional Collaboration
Experience working with Operations, Training, Product, Engineering, and Marketing teams; ability to collaborate with multiple stakeholders and influence decisions impacting customer experience.

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

🌱 Even Better If You:

— Product Company Background
Experience in a fast-paced product company (as opposed to a traditional outsourcing environment).

— Passion for Mental Wellbeing
Interest in psychology, mental health, or mindfulness.

— English Proficiency
Advanced level English for fluent communication with the team and a deeper understanding of global user contexts.

💪🏻What will you enjoy most about being at Liven?

— Culture of Curiosity: a place for explorers who embrace the unknown and achieve stellar results even when there’s no playbook.
— Growth through Impact: your professional evolution is directly tied to the value you bring to the product and the business.
— Global Impact: develop a product that supports the mental well-being of millions of users worldwide every day.
— Trust and Ownership: the freedom to act, coupled with high responsibility for the outcome.
— Expert Community: access to professional clubs, specialized training, a knowledge base, and a library for your continuous learning.
— Space for Focus: autonomous offices in Kyiv and Warsaw with breakfasts, lunches, lounge areas, walking pads, and massage chairs.
— Sports Community: a running club, yoga, boxing, rock climbing, and functional training to keep you energized.
— Medical Insurance and a stable social package.
— Well-being Program: We care about the mental health of our team as much as we care about our users.
— Support during the war: we provide conditions for stable work and contribute to Ukraine’s recovery together.

Still on Day 1: A Constant Expedition

We’ve reached a scale we’re proud of, but inside, we keep the “Day 1” spirit — constantly asking questions, testing hypotheses, and adapting to new contexts. If you are driven by new challenges and want to empower the team with your vision, let’s connect.

Fuel your curiosity at Liven 🔎