Customer Support Quality Analyst

About the role

Join betPawa as a Customer Support Quality Analyst and help ensure every customer interaction meets high standards of accuracy, tone, and resolution. You will evaluate chat and voice support contacts, provide actionable feedback, and support continuous improvement of QA processes.

Key responsibilities

• Assess support interactions against quality rubrics covering accuracy, compliance, tone, and resolution.
• Deliver clear, constructive written feedback for each evaluated interaction.
• Collaborate with L1 Lead Supervisors to ensure timely coaching for agents.
• Prepare reports summarizing recurring quality themes, agent trends, and development priorities.
• Contribute to the creation, calibration, and maintenance of internal quality standards and rubrics.
• Flag systemic issues such as process gaps, knowledge gaps, tooling problems, or recurring customer pain points.
• Maintain daily throughput targets for evaluated interactions.
• Complete assigned training, including relevant LinkedIn Learning courses.

Required profile

• Minimum 12 months experience in Quality Analysis/Assurance within a Customer Support or BPO environment.
• Fluency in English and Koloqua; additional local languages are a plus.
• Strong attention to detail, high emotional intelligence, and excellent communication skills.
• Analytical and critical‑thinking abilities to identify gaps and recommend improvements.
• Experience with quality monitoring and performance management tools.
• Proven data analysis and reporting capabilities.

What we offer

• Collaborative, diverse team environment that values your input.
• Growth opportunities with a focus on professional development.
• Competitive salary recognizing your contributions.
• Team‑building activities, social events, and a supportive wellness programme.