Support Quality Analyst

Are you our next AI-native, data-centered Customer Support Quality Analyst who stands out by delivering excellent quality assessment within the global operations team? At Transferz, we cater to the diverse needs of thousands of travelers, both corporate and leisure. Assist our Support team by providing premium and solution-driven data analysis on our quality metrics.About the roleAt , we pride ourselves on delivering exceptional service to our stakeholders, including drivers and travelers. We are seeking a highly analytical and proactive Support Quality Analyst to monitor the quality of our interactions, ensuring we consistently meet our service standards. You will play a critical role in assessing the quality of our customer interactions, driving improvements, and ensuring a high level of customer satisfaction.Transferz CS is a dynamic and international team with 70 members and presence in Argentina, Croatia, Thailand, India and Philippines. The profile we are looking for is an experienced solution-oriented individual with a Customer Support background, and excellent analytic and communicational skills. Apply now and let's redefine travel support togetherWhat will you do?Monitor and assess quality of interactions: Evaluate customer interactions via calls, emails, and other channels. Measure service quality and perceived customer happiness to ensure alignment with Transferz's high standards.Analyze and report data trends: Identify trends in customer support data and provide actionable insights. Collaborate with internal stakeholders, such as Product, Supply, and Partner Success Management, to derive solutions from these trends. Feed back findings to the CS team leads to highlight training needs and performance improvements.Develop and implement quality standards: Work closely with Customer Support managers to set up and refine quality standards and processes that improve service delivery and consistency across the team.Drive improvement projects: Initiate and manage improvement projects based on observed gaps or inefficiencies in customer interactions or internal processes. Execute these projects, monitor their impact, and report on outcomes.Lead problem resolution: Tackle system, process, or product-related issues as they arise. Implement containment actions to minimize their impact on customers and ensure seamless resolution of identified problems.Define and execute an audit plan: Establish an audit plan that will serve as the Transferz Service Delivery Score, an internal and potentially external measure of service excellence. Regularly conduct audits and ensure findings contribute to continuous improvement efforts.Support AI-driven service optimization: Collaborate with the Data and Product teams to evaluate and enhance the performance of AI agents within the CRM. Monitor the quality of AI-handled interactions, assess the effectiveness of transitions from AI to human agents, and provide insights to improve automation accuracy, customer experience, and overall service efficiency.Analytical & Evaluation SkillsStrong analytical and critical thinkingAttention to detail and accuracyData-driven focusQuality & Process ManagementKnowledge of quality assurance methodologies: calibration, scoring systems, sampling methods, and root-cause analysis.Process-oriented mindset: ability to document, refine, and standardize evaluation procedures.Continuous improvement focus: motivated to identify inefficiencies and propose practical solutions.Communication & Collaboration SkillsExcellent written and verbal communication aimed at constructive feedback deliveryCross-functional collaborationTechnical & Data SkillsProven >2-year experience in a quality assurance role within customer service or support environments.Proficiency in CRM and QA tools (DevRev, PowerBI, Excel)Basic data analysis and visualizationFamiliarity with AI-driven systemsComfort with automation monitoring: reviewing transitions between AI and human agents, assessing quality of automated responses.Problem-Solving & InitiativeRoot-cause analysis: able to isolate process, system, or product issues from customer-facing symptoms.Solution orientation: designs and executes small-scale improvement projects independently or in teams.Prioritization and ownership: manages multiple follow-ups while maintaining reporting accuracy.Behavioral & Growth AttributesCuriosity and continuous learning.Adaptability: thrives in a fast-evolving support environment with increasing automation.Integrity and discretion: upholds confidentiality in handling performance and quality data.Team mindset.