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 highperforming 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 datadriven 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 platforms 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 solutionoriented 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 knowledgesharing initiatives ensuring the team stays up to date on product updates and industry best practices

What Were 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 communication skills and attention to detail

Familiarity with customer support tools (CRM helpdesk platforms call monitoring software)

Ability to identify trends and drive continuous improvement

Experience in SaaS B2B platforms or international trade is a plus

A few of the benefits

Whether its the joy of working with people at the top of their game or the Merkle social calendar people love working here and we hope you will too

• Attractive and great compensation package

• Flexible work schedule

• Spanish/English lessons

• Free life and health insurance

• Career development through Dentsu University and LinkedIn Learning

• Day off on your birthday

• Annual wellness days

• Merkle Care Employee Assistance Program

• Merkle Benefits Club

• 2 volunteering days per annum

• Flexible salary remuneration scheme

About dentsu

Taking a peoplecentered approach to business transformation we use insights to connect brand content commerce and experience underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo Japan and our 65000 employeebase of dedicated professionals work across four regions (Japan Americas EMEA and APAC). Dentsu combines Japanese innovation with a diverse global perspective to drive client growth and to shape society.

Diversity equity and inclusion sits at the heart of our Social Impact strategy our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society where everyone is equipped to thrive.

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process please discuss this with our recruitment teams.

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