Senior Customer Support Quality Analyst

About the Opportunity

The Senior Customer Support Quality Analyst plays a pivotal role at the intersection of quality expertise, AI-driven insights, and cross-functional collaboration. This position supports compliance and integrity while leveraging advanced tools to analyze customer interactions at scale and translate findings into actionable improvements that enhance overall support quality and operational effectiveness.

Responsibilities

• Review customer interactions to assess compliance, risk, and quality standards, applying sound judgment in ambiguous situations.
• Lead and participate in calibration efforts to ensure fairness and consistency in quality evaluations.
• Provide actionable, behavior-based feedback that supports coaching and performance improvement.
• Use AI-assisted tools and qualitative analysis to identify trends, risks, and opportunities across large data sets.
• Differentiate between agent behaviors, process gaps, and product/tool issues to identify root causes.
• Translate insights into recommendations for quality processes and customer experience improvements.
• Communicate clear, actionable guidance to leadership and cross-functional teams to drive measurable improvements.
• Support the ongoing development and refinement of the organization’s quality model and AI-assisted quality functions.

Requirements

• 2 to 4+ years of experience in Quality Assurance or related Customer Experience roles, preferably in dynamic or regulated environments.
• Strong judgment and systems thinking to evaluate processes and identify improvement opportunities.
• Ability to generate insights using QA data, qualitative examples, and AI tools, translating them into actionable recommendations.
• Effective cross-functional communication and influence skills to build trust and drive alignment.
• Proactive ownership mindset with adaptability and commitment to continuous improvement.
• Experience with AI-assisted quality analysis tools and the ability to refine queries to enhance signal quality.

Pay

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $90,800 - $113,500
• US employees outside these areas: $81,700 - $102,200
• Canadian employees (any location): CAD $85,800 - $107,300
• Ireland (any location): €58,700 - €73,400

Benefits

• Medical insurance
• Dental insurance
• 401(k)