Customer Support Process Analyst (quality Assurance)

Equinix Inc.

Warsaw, Poland
Base: 98,000 - 156,000 pln annual; bonus/equity: e...
Fully remote
End-to-end quality auditing of complex cases
Root cause analysis on defects and escalations
Validation of ai-generated summaries and scoring
The role manages the full end-to-end QA lifecycle for complex customer support workflows while ensuring adherence to global quality standards

Job Summary

  • The role manages the full end-to-end QA lifecycle for complex customer support workflows while ensuring adherence to global quality standards.
  • Candidates will validate AI-generated outputs, identify improvement opportunities in automated workflows, and support the responsible integration of automation into QA processes.
  • Equinix offers competitive benefits including a contributory pension scheme (PPK), private medical insurance, life and accident insurance, and flexible spending accounts.

Matching Summary

The role manages the full end-to-end QA lifecycle for complex customer support workflows while ensuring adherence to global quality standards.

Salary

Base: 98,000 - 156,000 PLN Annual; Bonus/Equity: Eligible for bonus and potential equity; Benefits: PPK pension, PMI, Life Insurance, Flex Wallet

Skills & Requirements

Must-have

  • End-to-end quality auditing of complex cases
  • Root cause analysis on defects and escalations
  • Validation of AI-generated summaries and scoring
  • Process documentation and governance support
  • Executive-ready reporting and presentation skills

Nice-to-have

  • Experience with Lean Six Sigma methodologies
  • Background in technical troubleshooting workflows
  • Exposure to LLM-based QA platforms
  • Passion for leveraging AI in quality programs
  • Ability to evaluate model gaps and propose improvements

Key Requirements

  • Strong ability to conduct quality evaluations
  • Experience developing or maintaining operational workflows
  • Interest in learning AI-enabled quality tools

Work Rights

Not specified

Tailored Resume

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