Customer Support Quality Analyst

⚠️ IMPORTANT:

Applications only accepted on the following link: https://jobs.craegroup.com/jobs/6967629-customer-support-quality-analyst

CRAE GROUP is one of the fastest-growing B2B service providers based in Cyprus. We develop, maintain and deploy various IT and customer based services to numerous businesses in various industries around the world.

Founded in 2018, our continuous energy and efforts aim towards becoming a leading service provider, with an already impressive growth since our launch. We are a young, dynamic team who enjoy working in tech among creative and talented individuals.

Our asset is the great people within our company with a unique approach on how to properly maintain our services and products.

We are looking for a Customer Support Quality Analyst to independently review live chat interactions handled by our customer support team. This role focuses on objective quality evaluation, risk identification, and structured reporting to ensure professional standards and brand safety are consistently met.

This is a control and review role, not a customer-facing or coaching position. You will assess chat transcripts against defined criteria and report findings to support leadership on a regular basis, with immediate escalation for high-risk cases.

PLEASTE NOTE: This role is for candidates with previous experience ONLY. Please do not apply if you have not performed a similar role in the past.Quick details

• Fully remote position
• Full-time role
• Working hours 09:00—18:00 (Cyprus time zone)
• Salary: €1,800-€2,500 per month depending on experience and qualifications.

What you will do

• Review live chat transcripts from customer support agents (including HNWI interactions)
• Classify interactions based on quality standards (e.g. Good / Soft Skill Issue / Bad)
• Identify and flag risk related to tone, communication, accuracy, and brand safety
• Apply objective scoring criteria consistently and without bias
• Escalate high-risk or severe issues immediately to support leadership
• Track patterns and trends across agents over time
• Produce clear, factual daily or weekly quality reports
• Maintain concise documentation based on observable behaviour only

What you will not do

• You will not interact with customers
• You will not coach or train agents
• You will not rewrite chat messages
• You will not make disciplinary decisions
• You will not justify or defend agent behaviour

This role exists to observe, classify, and report, not to manage performance.

What we look for

• Experience in customer support, QA, compliance, or operational review roles
• Strong attention to detail and consistency
• Ability to apply strict criteria objectively
• Comfortable flagging issues when standards are not met
• Clear, concise written communication
• Emotionally neutral and professional judgment
• Familiarity with live chat or ticketing systems

Key skills

• Quality assessment and evaluation
• Risk identification
• Structured reporting
• Pattern recognition
• Independent judgment
• Discretion and professionalism

Applications only accepted on the following link: https://jobs.craegroup.com/jobs/6967629-customer-support-quality-analyst

We look forward to hearing from you!

Please note: Due to the high volume of applications, only shortlisted candidates will be contacted. Thank you for your understanding.