Enterprise Technology Platform for digital businesses.
Customer Support Quality Analyst
Location
Cyprus
Posted
109 days ago
Salary
€1.8K - €2.5K / month
Seniority
Senior
Job Description
Customer Support Quality Analyst
CRAE GROUP
• Review live chat transcripts from customer support agents (including HNWI interactions) • Classify interactions based on quality standards (e.g. Good / Soft Skill Issue / Bad) • Identify and flag risk related to tone, communication, accuracy, and brand safety • Apply objective scoring criteria consistently and without bias • Escalate high-risk or severe issues immediately to support leadership • Track patterns and trends across agents over time • Produce clear, factual daily or weekly quality reports • Maintain concise documentation based on observable behaviour only
Job Requirements
- Experience in customer support, QA, compliance, or operational review roles
- Strong attention to detail and consistency
- Ability to apply strict criteria objectively
- Comfortable flagging issues when standards are not met
- Clear, concise written communication
- Emotionally neutral and professional judgment
- Familiarity with live chat or ticketing systems
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