Customer Service Quality Analyst

Connex AI is a global leader in innovative Cloud SaaS contact centre and customer engagement solutions, specialising in insights, data analytics, and omnichannel communications.

The Role

As part of our Quality Assurance team working in our Support function, you’ll play a key role in ensuring our customers receive consistently excellent service across every interaction. You'll monitor support conversations, deliver objective feedback, and collaborate with support agents and team leaders worldwide to drive quality and continuous improvement.

Key Responsibilities

• Monitor support interactions (calls, emails, chats) to ensure our global service standards are upheld.
• Deliver clear, constructive feedback to support agents and team leads to strengthen performance.
• Identify training or process gaps and support initiatives to improve customer outcomes.
• Promote a customer-first mindset across all teams and regions.
• Collaborate with stakeholders to enhance service quality and efficiency.
• Analyse quality performance data to identify trends, share insights, and recommend improvements.

What We’re Looking For

• Minimum 6 months’ experience in a Quality Assurance role within a support or contact centre environment .
• Experience in global or distributed teams is a plus.
• Solid understanding of inbound and outbound support channels, including voice and digital (chat/email).
• Comfortable with data analysis and reporting on support quality metrics.
• Familiarity with QA tools and continuous improvement practices (a bonus, not essential).
• Growth mindset, strong attention to detail, and a passion for excellent customer experiences.

Our Core Values

✅ Deliver on our promises

✅ Drive customer success

✅ Prioritise effectively

✅ Fix root causes, not symptoms

✅ Be experts in what we do

✅ Stay professional at all times

✅ Deliver quality every time

Why Join Us?

Be part of a collaborative, high-performing global team that’s redefining customer engagement in the SaaS space.