[Hiring] Quality & Insights Specialist @Yomali

Role Description

Customer support is one of the biggest drivers of customer loyalty. At BuyGoods, over 50 Customer Support Agents handle thousands of customer interactions every week. Until now, quality has been measured using small manual samples. We're changing that by implementing an AI-powered quality platform that will analyze every customer interaction, helping us identify trends, coach our teams more effectively, and continuously improve the customer experience.

We're looking for someone who can bridge the gap between data, technology, and people. This isn't just about measuring quality; it's about improving it.

What You'll Own

• Become the subject matter expert for customer support quality.
• Improve our AI-powered quality platform by calibrating and refining how it evaluates customer interactions.
• Analyze data of thousands of customer conversations to identify trends and opportunities.
• Turn data into practical recommendations for leadership.
• Deliver coaching and training that helps Customer Support Agents improve.
• Develop quality standards and best practices.
• Measure the impact of quality initiatives and recommend continuous improvements.
• Help shape the future of customer support at BuyGoods.

What Success Looks Like

• Increased customer quality scores.
• Improved first-contact resolution.
• Delivered coaching that measurably improves agent performance.
• Helped build an AI quality platform that accurately evaluates customer interactions.
• Contributed to improving BuyGoods' public customer reputation.

Qualifications

• Experience within Customer Support Quality Assurance.
• Experience coaching or developing Customer Support Agents.
• Strong analytical skills and the ability to identify trends from large volumes of customer interactions.
• Excellent communication skills.
• High emotional intelligence—you understand the difference between following a process and delivering a great customer experience.
• Curiosity and a passion for continuous improvement.

Bonus Points

• If you've worked with tools such as Observe.ai, CallMiner, MaestroQA, Level AI, Scorebuddy, or similar AI-driven customer service quality platforms.

Who Thrives Here

• Love solving problems.
• Naturally spot patterns others miss.
• Enjoy coaching people to improve.
• Like working with both technology and people.
• Are comfortable in an evolving, fast-moving environment.
• Take ownership rather than waiting for direction.

Why People Stay / Love Working Here

• We're building something genuinely different.
• Rather than asking you to maintain existing processes, we'll give you the opportunity to help design them.
• You'll work alongside passionate people who care deeply about improving the customer experience.
• We're a collaborative team with a servant leadership culture where ideas are welcomed, experimentation is encouraged, and continuous improvement is part of everyday work.

What's In It For You

• Opportunity to help shape an AI-driven quality programme from the ground up.
• Real ownership and influence.
• Work closely with product, AI, and Customer Success leaders.
• Continuous learning and professional development.
• Remote working.
• Competitive contractor package.

Interview Process

• Competency based interview with Recruiter.
• Interview with the Hiring Manager - Head of Customer Success.
• Final Interview with the CEO.
• We'll keep you informed throughout and move quickly.