Quality & Insights Specialist – Customer Support, AI

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

📋 Description

• Serve as the expert in customer support quality.

• Collaborate with the AI development team and leaders in Customer Success.

• Enhance the AI-driven quality platform by refining and calibrating its evaluation of customer interactions.

• Analyze thousands of customer conversations to discover trends and opportunities.

• Transform data into actionable insights for leadership.

• Provide coaching and training to elevate the performance of Customer Support Agents.

• Establish quality standards and best practices.

• Assess the effectiveness of quality initiatives and suggest ongoing improvements.

• Help shape the future of customer support at BuyGoods.

• Contribute to the enhancement of customer quality scores and improved first-contact resolution.

• Aid in developing an AI quality platform that accurately assesses customer interactions.

• Play a role in enhancing BuyGoods' public reputation with customers.

⛳️ Requirements

• Experience in Customer Support Quality Assurance.

• Proven experience in coaching or developing Customer Support Agents.

• Strong analytical abilities to identify trends from large volumes of customer interactions.

• Exceptional communication skills.

• High emotional intelligence.

• A genuine curiosity and passion for continuous improvement.

• Capability to work effectively with both technology and people.

• Comfort in a dynamic and fast-paced environment.

• An ownership-focused mindset.

• Bonus: Experience with Observe.ai, CallMiner, MaestroQA, Level AI, Scorebuddy, or similar AI-driven customer service quality platforms.

🏝️ Benefits

• Opportunity to help design an AI-driven quality program from its inception.

• Genuine ownership and influence in your work.

• Collaborate closely with leaders in product, AI, and Customer Success.

• Ongoing learning and professional development opportunities.

• Flexibility of remote work.

• Competitive contractor compensation package.

• Be part of a collaborative team that embodies a servant leadership culture.

• Contributions of ideas are encouraged, fostering a culture of experimentation.

• Continuous improvement integrated into daily activities.