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- Tasks: Monitor support interactions and provide feedback to ensure top-notch customer service.
- Company: Join Connex AI, a leader in innovative Cloud SaaS solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact on customer experiences while working with a global team.
- Qualifications: 6 months in Quality Assurance and a passion for customer service.
- Other info: Collaborative environment focused on continuous improvement and excellence.
The predicted salary is between 36000 - 60000 £ per year.
Connex AI is a global leader in innovative Cloud SaaS contact centre and customer engagement solutions, specialising in insights, data analytics, and omnichannel communications.The RoleAs part of our Quality Assurance team working in our Support function, you’ll play a key role in ensuring our customers receive consistently excellent service across every interaction. You\’ll monitor support conversations, deliver objective feedback, and collaborate with support agents and team leaders worldwide to drive quality and continuous improvement.Key ResponsibilitiesMonitor support interactions (calls, emails, chats) to ensure our global service standards are upheld.Deliver clear, constructive feedback to support agents and team leads to strengthen performance.Identify training or process gaps and support initiatives to improve customer outcomes.Promote a customer-first mindset across all teams and regions.Collaborate with stakeholders to enhance service quality and efficiency.Analyse quality performance data to identify trends, share insights, and recommend improvements.What We’re Looking ForMinimum 6 months’ experience in a Quality Assurance role within a support or contact centre environment.Experience in global or distributed teams is a plus.Solid understanding of inbound and outbound support channels, including voice and digital (chat/email).Comfortable with data analysis and reporting on support quality metrics.Familiarity with QA tools and continuous improvement practices (a bonus, not essential).Growth mindset, strong attention to detail, and a passion for excellent customer experiences.Our Core Values✅ Deliver on our promises✅ Drive customer success✅ Prioritise effectively✅ Fix root causes, not symptoms✅ Be experts in what we do✅ Stay professional at all times✅ Deliver quality every timeWhy Join Us?Be part of a collaborative, high-performing global team that’s redefining customer engagement in the SaaS space.
Customer Service Quality Analyst employer: LinkedIn
Contact Detail:
LinkedIn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Quality Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Connex AI on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to quality assurance and customer service. We should also think of examples from our past experiences that showcase our skills in monitoring support interactions and delivering feedback.
✨Tip Number 3
Show off our analytical skills! Be ready to discuss how we’ve used data analysis in previous roles to identify trends and improve service quality. This will demonstrate our fit for the Customer Service Quality Analyst position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Connex AI team.
We think you need these skills to ace Customer Service Quality Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Quality Assurance, especially in a support or contact centre environment. We want to see how your skills align with our customer-first mindset!
Showcase Your Data Skills: Since the role involves analysing quality performance data, don’t forget to mention any experience you have with data analysis and reporting. We love seeing candidates who can back up their insights with solid metrics!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at LinkedIn
✨Know the Company Inside Out
Before your interview, take some time to research Connex AI. Understand their products, values, and recent developments in the Cloud SaaS space. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your QA Experience
Be ready to discuss your previous experience in Quality Assurance roles. Prepare specific examples of how you've monitored support interactions and delivered feedback. Highlight any instances where your insights led to improvements in service quality or customer satisfaction.
✨Demonstrate Data Analysis Skills
Since the role involves analysing quality performance data, brush up on your data analysis skills. Be prepared to discuss how you've used data to identify trends and recommend improvements in past roles. If you have experience with QA tools, mention that too!
✨Emphasise a Customer-First Mindset
Connex AI values a customer-first approach, so be sure to convey your passion for excellent customer experiences. Share examples of how you've promoted this mindset in previous positions and how you plan to do the same in this role.