Quality Analyst – Customer Support

Job Description:

About Us

At Merkle, we empower SMEs in international trade by providing a seamless platform tailored to their needs. Our Customer Support team is at the heart of our user experience, ensuring that every interaction reflects our commitment to efficiency, professionalism, and user satisfaction. To maintain and enhance our high service standards, we are looking for a Quality Analyst to monitor, analyze, and improve the quality of our support interactions.

Your Role

As a Quality Analyst, your mission is to ensure that our customer support meets and exceeds expectations. You will monitor interactions across all support channels (email, chat, voice, and potentially video calls), provide feedback to agents, identify training needs, and contribute to process improvements that enhance customer satisfaction and efficiency.
 

As we are at early stages of the project, this role offers the opportunity to contribute shaping a new team, and a new best in class support. It would require a flexibility at the beginning to handle both roles of Customer Support Specialist and Quality Analyst, and evolving as a full time Quality Analyst in the future as the team grows.
 

As a temporary Customer Support Specialist, you will be the first point of contact for our users, assisting them through various channels (email, chat, phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations, as well as supporting customer success initiatives to maximize user satisfaction and engagement.

Key Responsibilities

Quality Monitoring & Evaluation

• Monitor and evaluate customer interactions across all support channels based on defined quality standards

• Conduct regular quality assessments to identify areas of improvement and ensure consistency in communication, tone, and problem resolution

• Develop and refine evaluation scorecards and feedback mechanisms to align with evolving business needs

Agent Coaching & Development

• Provide detailed feedback to customer support agents to help them improve their performance

• Collaborate with the Training team to identify skill gaps and contribute to training programs

• Recognize high-performing agents and share best practices to uplift overall team performance

Insights & Process Improvement

• Analyze trends in customer queries, pain points, and support performance to provide actionable insights

• Work closely with the Customer Support Lead and other stakeholders to improve workflows, response quality, and user satisfaction

• Recommend process improvements and efficiency enhancements based on data-driven insights

Customer Support

• Assist users with inquiries related to our platform, products, and services via chat, email, and phone

• Take ownership of customer issues, ensuring they are resolved effectively and keeping users updated throughout the process

• Guide new users through onboarding, helping them understand the platform’s features and best practices

• Proactively support customer success initiatives, identifying opportunities to help users get the most value from the platform

• Ensure a seamless experience by providing clear, concise, and solution-oriented responses

• Collaborate with internal teams (Product, Operations, Customer Success, Knowledge Base) to escalate complex cases and share valuable user insights

• Contribute to process improvements, helping refine onboarding, customer support workflows, and best practices

• Participate in knowledge-sharing initiatives, ensuring the team stays up to date on product updates and industry best practices

 What We’re Looking For

• Proven experience in a Quality Analyst in customer support environment (minimum 5 years)

• Positive mindset and flexibility to perform different tasks necessary to develop the customer support

• Excellent written and verbal communication skills in English and Spanish

• Strong analytical skills with the ability to assess interactions objectively and provide constructive feedback

• Excellent commun