AI-Driven Support Quality Architect

Yomali

Ireland

Remote

EUR 60,000 - 90,000

Full time

10 days ago

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Job summary

BuyGoods is seeking a Quality & Insights Specialist (Customer Support & AI) to bridge data, technology and people. You will become the expert for customer support quality, calibrating the AI-powered platform and analyzing thousands of conversations to drive actionable improvements.

You will coach agents, develop standards, and measure impact while helping shape BuyGoods' future customer experience. The role offers close collaboration with product, AI and Customer Success leaders in a fast-moving

Qualifications

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.
High emotional intelligence and focus on delivering great customer experience.

Responsibilities

Become the subject matter expert for customer support quality.
Calibrate and refine how the AI-powered quality platform evaluates interactions.
Analyse thousands of conversations to identify trends and opportunities.
Turn data into practical recommendations for leadership.
Deliver coaching and training to improve agent performance.
Develop quality standards and best practices.
Measure impact of quality initiatives and drive continuous improvements.
Help shape the future of customer support at BuyGoods.