CX Quality Analyst (AI Assistance)

Job Type:
Support IT
Job reference:
19 days ago

Company Description
Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 700 million registered users across more than 180 countries, our mission is to design a more enlightened way of working. From our headquarters in San Francisco to three dedicated Studios and a worldwide team of employees who choose where they work best, our Virtual First approach is leading the way into the future of work.

Role Description
Dropbox builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, we're transforming everyday workflows and entire industries.
We believe technology should get out of the way, so there's no limit to what people can do.We're a thoughtful, tightly-knit team that's committed to realizing ambitious ideas.
We're building the next great technology company and have partnered with ManpowerGroup, a world leader in workforce solutions, to support our contractor recruitment program across EMEA.
We are looking for a Customer Experience Quality Analyst to join our CX - Quality team,who has experience reviewing and analyzing AI driven responses and agent assistance.
You will be working with a thoughtful, highly analytical team that's committed to meeting the needs of a dynamic, customer-centric organization. The CX-Quality team strives to understand the voice of our customers and drives behaviors that lead to the best possible customer journeys.

This is a remote 12-month contract based in the Republic of Ireland.


  • Evaluate the accuracy and relevance of responses generated by AI agent assistants and chatbots across various channels.
  • Monitor the performance of AI support agents and chatbots in real-time, identifying any deviations from expected outcomes or quality metrics. Take proactive measures to address issues and optimize performance.
  • Implement quality assurance processes to maintain high standards of customer service delivery through AI-powered channels. This includes providing input on evaluation criteria, conducting audits, and providing feedback to relevant teams.
  • Provide ongoing feedback to various stakeholders to ensure elements critical to the customer experience are appropriately actioned
  • Participate in monthly calibration to align with other evaluators
  • Analyze customer sentiment, identify trends, and recommend solutions as needed
  • Partner with leadership on coaching and performance management, including team progress reporting
  • Participate and lead meetings to drive alignment
  • Provide temporary support for specific global support queues, in times of OSLA


  • Bachelor's degree in a relevant field or equivalent work experience
  • Experience working in a customer support environment either in a customer service or sales capacity
  • Previous experience in Customer Experience, or contact center quality assurance,preferably in a customer support or AI-related role
  • Clear and concise written and verbal communication skills
  • Previous experience with Zendesk and auto QA/AI assisted support software preferred
  • Demonstrated agility and adaptability. Willingness to learn and try new things. Ability to pivot quickly
  • Ability to analyze quantitative and qualitative data, using various tools and methods(RCA, spreadsheets, pivot tables, DSAT)

What's on offer:

  • Fully Remote - Dropbox is a virtual first company, so there is no expectation to work outside of the home environment .However ,Candidates need to be based within the republic of Ireland for the contract period .
  • Competitive Salary.
  • Time Off -25 days annual leave
    Irish Public Holidays
    2 company days (Good Friday & Xmas Eve)
    Dropbox company wide PTO days (1 extra day off each month, which is usually a Friday)
  • Professional Growth
    Working with a leading organisation such as Dropbox is likely to open up great opportunities with other employers, as a vast number of skills will be picked up and great experience will be gained.
  • Culture - There is a great work culture at Dropbox. Everyone is very approachable and trusted to complete their work without overbearing amounts of supervision.
  • Access to the Dropbox Studio and company events

Please only apply if you eligible to work full-time in Ireland .
Note:Only shortlisted candidates will be contacted
For more information about this role please email Shrijal Keshava at [email protected]

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