Support quality analyst
| Highest | $4,600 / mo · Switzerland |
|---|---|
| Experience | 2–4 yrs |
| Degree | Not required |
| First paycheck | Start as support agent, QA after 1 year to 2 years |
Pay in the destination countries
Monthly, in US dollars. Each country is an Imora admission package — open one for that route's fees, language requirement and deadline.
| Country | Monthly |
|---|---|
| SwitzerlandIELTS 6.5 · CHF 0.9–8k | $4,600max |
| United StatesTOEFL 80–100 · $10–70k | $4,200 |
| NorwayIELTS 6.0–6.5 · NOK 130–260k | $3,550 |
| DenmarkIELTS 6.5 · DKK 45–135k | $3,000 |
| IrelandIELTS 6.0–6.5 · €10–25k | $2,950 |
| AustraliaIELTS 6.0–6.5 · AUD 30–50k | $2,850 |
What does the day look like?
You sample recorded calls and read chat, email and messaging transcripts, then score each interaction against a QA scorecard: resolution accuracy, tone, empathy, grammar, personalisation, process compliance and data protection. Zendesk and Kaizo describe the same day: scoring conversations, maintaining the scorecard, joining calibration so reviewers score alike, handling disputes, writing feedback, discussing it with agents in regular meetings, analysing CSAT, first response time and internal quality scores, mapping training needs and reporting agent performance.
The split is about 50% to 60% reading and scoring, 20% to 30% writing feedback and coaching with team leads, and 10% to 20% calibration, reporting and trend analysis. Tools are Zendesk QA, Klaus by Zendesk, Scorebuddy, EvaluAgent, Freshdesk, Salesforce Service Cloud, Gorgias, Help Scout, Notion, Asana, ClickUp, Tableau and Power BI. Shift, evening and weekend coverage is common because support queues run outside office hours; dedicated night shifts and on-call rotas depend on the employer.
Where does this lead?
Next step up
What do you make of this job?