Quality Assurance Analyst

Connex; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

ConnexAI is seeking a Quality Assurance Analyst to enhance customer interactions by monitoring support teams and providing feedback. The role involves ensuring high-quality standards in customer service, promoting continuous improvement, and fostering a collaborative team environment. Ideal candidates will have experience in customer service and strong communication skills.

Benefits

Career progression opportunities

Collaborative work environment

Qualifications

• 6+ months experience as a Quality Assurance Analyst or similar role.
• Experience in a customer service or contact centre setting.

Responsibilities

• Monitor support engineers to ensure customer experience exceeds expectations.
• Provide constructive feedback to engineers and team managers.

Skills

Communication

Teamwork

Analytical Skills

Job description

ConnexAI recognized by Viva Tech: Top 10 Future Unicorns

ConnexAI recognized by Viva Tech: Top 10 Future Unicorns

Infrastructure

Quality Assurance Analyst

Quality Assurance Analyst

Location:

Manchester, UK

As a Quality Assurance Analyst, you’ll monitor the support team and provide insightful feedback to improve customer interactions. Through your analysis, you'll help optimise processes and drive consistent performance, ensuring that ConnexAI’s customer service maintains high standards.

Join ConnexAI’s Customer Service team and actively ensure our support team maintains the highest quality standards. As a Quality Assurance Analyst, you'll help us uphold the core values that make us an industry leader in customer support. Your feedback and insights will drive improvements, ensuring the customer experience consistently exceeds expectations.

Be part of a growing, dynamic team within an industry-leading company.

Enjoy opportunities for career progression, with a clear path to more senior positions.

Work in a collaborative environment focused on continuous improvement.

Who is suitable for the role?

You are passionate about delivering an outstanding customer experience and are committed to upholding high standards.

You have strong communication skills and the ability to provide constructive feedback.

You are a team player who thrives in a fast-paced, dynamic environment.

You have experience working in a customer service or contact centre setting and have an eye for quality and detail.

Accountabilities

Monitor support engineers to ensure customer experience exceeds expectations.

Provide engineers and team managers constructive feedback, helping them develop and improve.

Promote a culture of continuous improvement and customer-centricity within the team.

Cultivate a collaborative team environment that fosters trust, open communication, and performance.

Requirements

6+ months of experience as a Quality Assurance Analyst or in a similar role within a contact centre environment.

Proven experience in an inbound or outbound call centre, with a strong customer service background.

Proficient in computer systems and analysing data for trend identification and reporting.

Working knowledge of continuous improvement techniques and quality assurance tools is a plus.

About ConnexAI

ConnexAI is an award-winning Conversational AI platform. Designed by a world-class engineering team, ConnexAI's technology enables organizations to maximize profitability, increase revenue and take productivity to new levels. ConnexAI provides cutting-edge, enterprise-grade AI applications including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.