Quality & Insights Specialist – Customer Support, AI

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Yomali

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

🛍️ eCommerce

☁️ SaaS

B2B • eCommerce • SaaS

Yomali is a global group of technology companies, developing software products & services designed to help great companies sell more online. With over 21 years of experience, Yomali has propelled some of the biggest online brands to new heights in profitability and customer satisfaction. As a fully distributed company, Yomali values a culture of positivity and innovation, employing 520 professionals across 16 countries. Their focus is on using technology to solve client problems and foster sustainable business growth.

📋 Description

• Become the subject matter expert for customer support quality • Work alongside the AI development team and Customer Success leaders • Improve the AI-powered quality platform by calibrating and refining how it evaluates customer interactions • Analyse thousands of customer conversations to identify trends and opportunities • Turn data into practical recommendations for leadership • Deliver coaching and training to improve Customer Support Agent performance • Develop quality standards and best practices • Measure the impact of quality initiatives and recommend continuous improvements • Help shape the future of customer support at BuyGoods • Contribute to increased customer quality scores and improved first-contact resolution • Help build an AI quality platform that accurately evaluates customer interactions • Contribute to improving BuyGoods' public customer reputation

🎯 Requirements

• Experience within Customer Support Quality Assurance • Experience coaching or developing Customer Support Agents • Strong analytical skills and ability to identify trends from large volumes of customer interactions • Excellent communication skills • High emotional intelligence • Curiosity and passion for continuous improvement • Ability to work with technology and people • Comfort working in an evolving, fast-moving environment • Ownership-oriented approach • Bonus experience with Observe.ai, CallMiner, MaestroQA, Level AI, Scorebuddy, or similar AI-driven customer service quality platforms

🏖️ Benefits

• Opportunity to help shape an AI-driven quality programme from the ground up • Real ownership and influence • Work closely with product, AI and Customer Success leaders • Continuous learning and professional development • Remote working • Competitive contractor package • Collaborative team with a servant leadership culture • Ideas welcomed and experimentation encouraged • Continuous improvement as part of everyday work