Customer Experience Quality Analyst

SRG; Ireland; Hybrid; EUR 38,000 - 42,000; Full time

Job summary

SRG in Dublin/Remote Ireland is seeking a Customer Support Quality Analyst to shape CX quality across multi-channel interactions. The role involves audits, coaching, and data-driven improvements to enhance customer journeys.

12-month fixed-term contract, primarily remote with some Dublin presence. Strong background in customer support QA and collaboration with global teams is essential.

Qualifications

• Experience conducting customer support QA audits and escalation reviews.
• Ability to coach agents and provide data-driven performance feedback.
• Bachelor's degree with contact centre experience; customer service focus.

Responsibilities

• Deliver coaching feedback to agents in one-to-one and small group settings.
• Analyse customer sentiment, identify trends and recommend data-informed solutions.
• Partner with leadership on coaching, performance management and reporting.
• Support initiatives to develop automation for customers and agents.
• Work with vendor teams to ensure alignment with CX quality standards.
• Deliver constructive feedback to improve overall performance.

Skills

QA audits

Agent coaching

Data analysis

Root cause analysis

Trend analysis

Quality assurance

Customer support

Education

Bachelor's degree

Tools

CRM

Ticketing systems

Job description

Customer Support Quality Analyst for A Global Technology Organisation

Dublin, Ireland | Primarily Remote | 12-Month Temp Contract (Extendable) | c.€40K

The Role

Seeking a CX Quality Analyst to join the team helping to shape customer support service within a fast-moving, customer-centric software product organisation, driving the behaviours & standards that lead to outstanding customer journeys.

This is a fantastic opportunity for a detail-driven, analytical professional with a background in customer support environments.

You will conduct QA audits based on multi-channel customer interactions (chat/email/phone), guiding support agents & support teams, ensuring compliance to internal guidelines & driving consistent, excellent customer experience improvements.

You will work closely with a highly analytical team, partnering across internal and vendor support functions globally, providing quality analysis, coaching customer support agents and creating meaningful improvements from customer insights.

Responsibilities include:

• Delivering constructive, developmental CS agent feedback to improve overall performance
• Work with vendor teams support agents, to ensure alignment with internal CX quality standards
• Deliver coaching feedback directly to human agents in one-to-one and small group settings
• Analyse customer sentiment, identify trends and recommend data-informed solutions
• Partner with leadership on coaching, performance management and team progress reporting
• Support initiatives to develop improved automation for both customers and agents

Experience & skills:

We are seeking a Quality Analyst with experience in customer support environments, in conducting customer support service QA audits, escalation reviews, agent coaching and data-driven performance improvements.

Ideally you will also have expertise in root cause analysis, QA scorecard evaluation and trend analysis to uncover recurring issues and recommend actionable solutions.

You must have a background in working closely with customer support teams to identify gaps in quality and driving consistent customer experience improvements.

Bachelor's degree + experience in a contact centre / customer support environment, providing customer service / customer support or in a quality analyst capacity is ideal. You must have clear, concise written and verbal communication skills.

A Background in Customer Experience or Contact Centre Support Quality Assurance is preferred.

If you have the above, the following is on offer:

• 12-month fixed-term contract with strong potential for extension
• Primarily remote working model, with occasional presence in Dublin as required
• The opportunity to join a global technology organisation and make a genuine impact on the customer experience

Location: Dublin or Remote in Ireland only

Although a fully or predominantly remote role, YOU MUST be living & based in Ireland for the duration of this role. NO SPONSORSHIP provided, so you MUST hold EU/EEA citizenship or a valid Irish work visa already.

Note: Not interested in Software Testers, Software QA Analysts, Test Analysts for this role. It’s QA on Customer services processes and interactions between Customer services agents & customer experience based on product support queries.

Other Key Terms:

Customer Quality Analyst, Customer Services Quality Analyst, Customer Support Quality Analyst, Customer experience, CX Analyst, Quality Analyst, contact centre, customer support centre center, Ai agent, Human Agent, Sales Quality Analyst, customer support Business Analyst, Customer Service Business Analyst, CX Quality Analyst. Ticketing systems, Support tickets, CRM, Sales Quality processes, Customer Support processes, coaching, training, Team Lead, Quality Lead, Business Analyst, Senior Customer Support Agent.