Customer Support Quality Analyst

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🔥 2 hours ago

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CRAE GROUP

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

💳 Fintech

🏢 Enterprise

SaaS • Fintech • Enterprise

CRAE GROUP is an enterprise technology and operations partner that builds, runs, and evolves a unified production platform for digital businesses. The company provides a single managed platform (APIs, business logic, data/CRM, payments orchestration, identity/KYC, analytics, workflows) and a 24/7 operations team that carries the pager, support, and incident response. CRAE Group positions itself as a replacement for patchwork stacks — routing and reconciling multiple PSPs (without being a payment processor), unifying customer records, providing live analytics and automation, and operating the backend infrastructure on tier‑1 components (AWS, Kubernetes, PostgreSQL, etc. ). It targets enterprise-scale operators including consumer platforms, fintech/payment businesses, SaaS, and marketplaces under long-term licensing and partnership models.

📋 Description

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

🎯 Requirements

• Experience in customer support, QA, compliance, or operational review roles • Strong attention to detail and consistency • Ability to apply 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