Customer Support Quality Analyst

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator (DNO) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via

Job Description and Responsibilities:

Do you have an eagle eye for detail and a knack for finding hidden patterns in data? Do you believe that an excellent customer experience is not just a goal, but a way of life? If so, we've got the perfect job for you

We're looking for a Customer Support Quality Analyst to join our team. You'll work behind the scenes to ensure every customer interaction is a masterpiece of helpfulness, empathy, and efficiency. In this role, you'll be instrumental in ensuring the highest quality of our customer interactions and driving continuous improvement across our support operations. You'll use your analytical skills to identify trends, audit performance, and provide actionable insights that elevate the performance of our support team and enhance the overall customer experience.

If you're ready to put your skills to the test and help us create an unforgettable customer experience, we can't wait to hear from you. Apply now and let's get this adventure started

• Auditing: Conduct regular audits of customer interactions (including chats, emails, and support tickets) to evaluate adherence to quality standards, identify opportunities for improvement, and ensure consistency in communication and problem-solving.
• Data Analysis: Analyze performance metrics and customer feedback data to identify trends, root causes of issues, and areas for process optimization. Use these insights to inform training initiatives and operational strategies.
• Agent Coaching & Feedback: Provide constructive and clear feedback to support agents based on your audits. Work with team leads to develop and implement coaching plans that address specific performance gaps and help agents achieve their full potential.
• Process Improvement: Collaborate with stakeholders across the support organization to recommend and implement new processes, tools, and training materials that improve efficiency and the quality of our customer service.
• Reporting: Create and present regular reports on quality metrics, trends, and the impact of quality initiatives to leadership.

What you'll bring to the table

• A keen eye for detail and a passion for quality.
• The ability to see the big picture and identify trends from a sea of data.
• Excellent communication skills; both written and verbal.
• A collaborative spirit and a love for working with a fun, dynamic team.

Job Requirements:

• Proven 2-3 years of experience in a customer support quality assurance role.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Excellent written and verbal communication skills.
• Detail-oriented with a strong focus on accuracy and quality.
• Ability to provide clear, constructive feedback and collaborate effectively with a diverse team.
• Proficiency with customer support software and quality management tools.

Benefits:

• Competitive salary package.
• Paid lunch (In the office).
• Medical Insurance.
• Yearly bonus.
• Training and workshops.
• Top-of-the-class engineers to learn from and work with.

About us:

At LotusFlare, we attract and keep amazing people by offering two key things:

• Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
• Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an "experience down" approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

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