Customer Support Process Analyst (Quality Assurance)

ent, and ensures adherence to processes and quality standards across global support operations.

As AIdriven tools increasingly support quality and case evaluations, this role also helps validate AIgenerated outputs, identify improvement opportunities in AIassisted workflows, and support responsible integration of automation into QA processes.

Responsibilities

End‑to‑End Quality Auditing

• Conduct detailed quality audits of complex cases, escalations, and technical workflows

• Identify errors, deviations, inefficiencies, and systemic patterns through deep‑dive evaluations.

• Perform root‑cause analysis on defects, escalations, and issues affecting customer or operational outcomes

• Recommend corrective and preventive actions based on audit findings

• Validate AI-generated summaries, scoring, or quality indicators and provide structured feedback to improve AI accuracy.generated summaries, scoring, or quality indicators and provide structured feedback to improve AI accuracy

Process Documentation & Governance

• Support the documentation, maintenance, and standardization of customer support processes and workflows in partnership with the Process Governance team

• Document AI-assisted steps, decision points, and exception handling in new or evolving processes.assisted steps, decision points, and exception handling in new or evolving processes

Insights, Reporting & Presentations

• Build concise reports and executive‑ready decks highlighting trends, systemic risks, patterns, and opportunities

• Present findings with clarity, context, and strategic recommendations

• Track quality performance trends and monitor the effectiveness of implemented improvements

• Analyze performance trends across both humanreviewed and AIassisted quality data

Cross‑Functional Collaboration

• Partner with Customer Support leaders to ensure workflows are aligned and executed consistently

• Participate in calibration sessions to ensure consistent quality scoring across reviewers

• Act as a subject‑matter expert on quality standards, workflows, and AI-supported QA tooling.supported QA tooling

• Support change‑enablement efforts when systems, workflows, or product offerings evolve

Quality Framework Ownership

• Contribute to the evolution of QA scoring rubrics, evaluation criteria, and defect taxonomies for complex support tiers

• Ensure alignment with broader Quality Strategy and collaborate with Quality Improvement roles on systemic issues

• Support quality governance forums by providing data, case samples, insights, and recommendations

Qualifications

• Strong ability to conduct quality evaluations and identify actionable improvements

• Demonstrated customerfirst mindset and commitment to service excellence

• Experience developing or maintaining operational workflows or SOPs

• Clear communication and presentation of findings to varied stakeholders

• Ability to manage multiple parallel workstreams with high accuracy and attention to detail

• Interest in learning and using AIenabled quality tools and decision support systems.enabled quality tools and decisionsupport systems

Preferred Qualifications

• Experience with digital products, network services, escalations, or technical troubleshooting workflows

• Familiarity with Lean, Six Sigma, or continuous improvement methodologies.

• Experience supporting governance forums, operational reviews, or leadership reporting

• Background in root cause analysis, risk identification, or operational excellence. cause analysis, risk identification, or operational excellence

• Exposure to AIpowered QA platforms, LLM-based tools, or automated scoring systems. powered QA platforms, LLMbased tools, or automated scoring systems

• Ability to evaluate AI-generated insights, identify model gaps, and propose improvements. generated insights, identify model gaps, and propose improvements

• Passion for leveraging AI in quality programs and contributing to model training or feedback cycles

The targeted pay range for this position in the following location is / locations are:

Poland - Warsaw Office WAO : 98,000 - 156,000 PLN / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.
Core Benefits - Pension: You will be enrolled in the employee capital plan or pension, known as PPK, a contributory pension scheme for you and your employer to save funds intended for withdrawal on retirement. Private Medical Insurance: You may enroll yourself and eligible dependents in Private Medical Insurance (PMI) for greater choice, flexibility, and access to specialist care for short-term illness or injury and so on. Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in. Other Benefits and Perks - Employees have the option to select and use from a wide range of other benefits including: Annual Leaves, Flex Wallet (flexible spending account), Multi-sport Card, Lunch Pass Card, Discount Portal, statutory allowances and reimbursements (remote working, corrective glasses reimbursement), and paid and unpaid leaves in line with local market practices and regulatory requirements. More details on eligibility and rules for leaves are in Equinix's HR policies. Eligibility and contribution requirements apply to some benefits, in line with company policy. Benefits are subject to specific plan/program or insurer terms and conditions, including changes at Equinix's discretion. Equinix will be compliant will regulatory requirements on benefits and leaves.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

We use artificial intelligence in our hiring process. Learn more here**.**