Quality Assurance Analyst (Customer Support)

TL;DR

Quality Assurance Analyst (Customer Support): Maintaining high support quality standards by evaluating team interactions across phone, email, and chat with an accent on performance metrics and constructive feedback. Focus on developing QA programs, analyzing CSAT correlation with performance, and driving KPI improvements.

Location: Onsite in London, UK (5 days a week)

Company

hirify.global is a financial data provider (a Morningstar company) specializing in private equity and venture capital analytics.

What you will do

• Establish and refine internal standards for support quality assurance.
• Review and evaluate support interactions across calls, emails, and chats against predetermined benchmarks.
• Provide team members with constructive feedback and guidance during regular meetings.
• Analyze customer service metrics (CSAT) and devise strategies to enhance support KPIs.
• Generate comprehensive performance reports and communicate findings to upper management.
• Identify training and onboarding needs to spearhead relevant improvement initiatives.

Requirements

• Bachelor’s degree and 1+ years of experience in a customer service role.
• Practical experience in quality assurance procedures and analytical abilities.
• Must be authorized to work in the United Kingdom without the need for visa sponsorship now or in the future.
• Proficiency in data visualization and a strong understanding of support metrics.
• Excellent verbal and written communication skills with a keen eye for detail.
• Interest in financial markets, specifically private equity and venture capital.

Nice to have

• Prior experience with CRM systems (Salesforce and Dynamics).
• Experience with SAML/SSO, SQL/Snowflake, and advanced Microsoft Excel.

Culture & Benefits

• Health: Private medical insurance, dental scheme, and additional wellness incentives.
• Time Off: Minimum 25 days annual leave, volunteer days, and a paid sabbatical program after four years.
• Financial: 10% pension contribution, income protection, and a shared ownership employee stock program.
• Professional Growth: Robust training programs on industry and soft skills, plus education subsidies.
• Environment: Strong emphasis on in-person collaboration and quarterly team-building events.