Customer Support Quality Analyst

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Evaluate live chat transcripts from customer support representatives, including interactions with high-net-worth individuals (HNWI).

• Categorize interactions according to established quality benchmarks (e.g., Good / Soft Skill Issue / Bad).

• Detect and report risks related to tone, communication, accuracy, and brand safety.

• Consistently apply objective scoring criteria without bias.

• Promptly escalate high-risk or critical issues to the support leadership team.

• Monitor patterns and trends across agents over time.

• Generate clear and factual quality reports on a daily or weekly basis.

• Keep concise documentation based solely on observable behaviors.

⛳️ Requirements

• Previous experience in customer support, quality assurance, compliance, or operational review roles.

• Excellent attention to detail and consistency.

• Capability to apply stringent criteria in an objective manner.

• Willingness to identify issues when standards are not upheld.

• Proficient in clear and concise written communication.

• Maintains emotionally neutral and professional judgment.

• Familiarity with live chat or ticketing systems.

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment.

• Access to ongoing training and development programs.

• Competitive compensation and benefits package.