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Customer Success Quality Analyst

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HubX

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Location:
Turkey

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

At HubX we build mobile apps, used and loved by millions all around the world. We have a track record of building and growing mobile apps on various verticals that have reached over 300 million users across 6 continents and 170+ countries. We are looking for a talented Customer Success Quality Analyst to join our energetic and highly motivated team.

Job Responsibility:

  • Owning an independent, objective Quality Assessment function for our Customer Success organization
  • Conducting quality audits of CS communications, with a particular focus on e-mail interactions with customers
  • Evaluating customer messages across multiple dimensions: overall quality, tone of voice, problem-solving approach, and impact on the end-to-end customer experience
  • Designing and continuously improving a Quality Assessment framework that turns subjective assessments into objective, data-backed quality metrics
  • Analyzing different operational flows within Customer Success and identifying areas for improvement
  • Defining the right metrics and data points to track CS quality performance, and building the reporting that brings these to life
  • Sharing insights and recommendations with the Customer Success and Product teams to drive continuous improvement
  • Operating as an independent, unbiased voice to complement existing CS KPIs (SLAs and customer satisfaction) with a true quality lens

Requirements:

  • 4+ years of experience in a Customer Success role
  • Advanced level of English, both written and verbal
  • Previous experience in a similar quality / audit / QA-focused role — strong plus
  • Experience working within the technology vertical — preferred
  • Experience working in B2C environments, with exposure to high-volume customer interactions and end-user behavior — strong plus
  • Strong critical thinking and analytical mindset
  • Solid experience in reporting and data analysis
  • Ability to understand, map, and analyze different operational workflows
  • A senior profile able to credibly evaluate and give feedback to a Customer Success team
  • Self-starter mindset: structured, proactive, and effective in fast-moving environments
What we offer:
  • Meal support
  • A brand new MacBook and a designed welcome kit, featuring Stanley and Herschel products along with customized items
  • Private medical insurance (TSS)
  • HPV vaccination
  • Critical women’s health coverage
  • Annual Beije membership
  • Annual gym membership reimbursement
  • Education opportunities
  • Weekly Cambly speaking sessions
  • Team events including All Hands gatherings and happy hours
  • Strong company culture with #XCulture and community-driven X clubs
  • X Community discounts

Additional Information:

Job Posted:
May 14, 2026

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