Customer Support Quality Analyst

TL;DR

Customer Support Quality Analyst: Independently review live chat interactions handled by customer support team with an accent on objective quality evaluation, risk identification, and structured reporting. Focus on classifying interactions based on standards, flagging high-risk issues, tracking agent patterns, and producing factual reports to maintain professional standards and brand safety.

Location: Fully remote, working hours 09:00-18:00 (Cyprus time zone)

Salary: €1,800-€2,500 per month depending on experience

Company

Fastest-growing B2B service provider based in Cyprus, developing, maintaining, and deploying IT and customer services for businesses worldwide.

What you will do

• Review live chat transcripts from customer support agents, including high-net-worth individual interactions
• Classify interactions by quality standards (e.g., Good / Soft Skill Issue / Bad)
• Identify and flag risks related to tone, communication, accuracy, and brand safety
• Apply objective scoring criteria consistently without bias
• Escalate high-risk or severe issues immediately to leadership
• Track patterns and trends across agents and produce daily/weekly quality reports
• Maintain concise documentation based on observable behavior only

Requirements

• Previous experience in customer support, QA, compliance, or operational review roles ONLY – do not apply without it
• Strong attention to detail and consistency in applying strict criteria objectively
• Comfortable flagging issues when standards are not met
• Clear, concise written communication
• Emotionally neutral and professional judgment
• Familiarity with live chat or ticketing systems

Culture & Benefits

• Young, dynamic team in a fast-growing tech environment
• Work among creative and talented individuals
• Full-time remote position with structured working hours