Senior Customer Support Quality Analyst
Core
Review customer interactions to assess compliance, risk, and quality standards; leverage AI-assisted tools to identify patterns and translate insights into coaching and operational improvements.
Role type
Senior Customer Support Quality Analyst
Builds
Quality insights, coaching guidance, and operational improvements for customer support teams
Domain
Fintech / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Quality judgment, systems thinking, insight generation, cross-functional communication, AI-assisted analysis, root cause analysis
Preferred skills
Experience with AI-assisted quality tooling (e.g., Rippit, Claude), prompt engineering
Technologies
Rippit, Claude
Responsibilities
Review customer interactions for compliance and quality; lead calibration efforts; investigate patterns using AI tools; connect insights to root causes; translate findings into coaching and process improvements; support evolution of the Quality model
Seniority
Senior, hands-on IC