Associate Customer Support Process Analyst (Quality and Insights)
Who are we?
Equinix is the world's digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.
The Associate Customer Support Process Analyst (ACSPA) plays a key role within the Quality Team, driving data-driven quality governance and continuous improvement across Customer Support (CS).
This position blends quality assurance discipline with analytical and problem-solving skills to detect performance patterns, investigate root causes, and enable improvement actions in partnership with CS Process Analysts and CS Leadership.
ACSPA helps evolve QA from a transactional audit function into a proactive support performance intelligence hub, ensuring insights translate into measurable efficiency, quality, and customer experience impact.
Responsibilities
- Conduct targeted QA audits and trend analyses to identify performance patterns and improvement opportunities.
- Support root cause investigations on key metrics (e.g., CSAT, Reopen Rate, MTTR, escalation drivers).
- Translate findings into structured insight reports and improvement charters for QA peers, CSPAs, and leadership review.
- Collaborate with cross-functional teams and leaders (Ops, Product, Billing, CSM) to validate causes and co-design solutions.
- Track progress and govern implementation of approved action plans, escalating blockers or risks to leadership as needed.
- Maintain documentation of findings, improvement status, and lessons learned in centralized QA repositories.
- Contribute to the development of QA tools, dashboards, and feedback loops to provide visibility for leadership decision-making.
- Partner with enablement and operations to embed process changes and close performance gaps.
- Participate in governance meetings and calibration sessions to ensure alignment across QA, CS Process Analysts, CS Team Leads, CS Managers, and CS Leadership.
- Support senior team members and management in presenting data-driven insights and recommendations to leadership.
Qualifications:
Required:
- 2+ years of experience in Customer Support, Quality Assurance, or Process Improvement functions.
- Strong analytical and critical-thinking skills with the ability to interpret data and identify actionable insights.
- Proven ability to communicate insights and recommendations clearly to peers, senior team members, and leadership.
- Demonstrated collaboration skills with cross-functional teams (e.g., Operations, Product, or Enablement).
- Solid understanding of customer experience metrics (CSAT, Reopen Rate, AHT, etc.) and how they impact operational performance.
- Exceptional attention to detail and commitment to accuracy.
- Proactive and curious mindset with a strong drive for continuous learning and improvement.
- Work Set Up: Hybrid Set-up - Glas Tower, Ortigas Center, Pasig City
- Schedule: Mid Shift - 4PM - 1AM
Preferred:
- Lean Six Sigma or similar certification in process improvement.
- Experience supporting root cause analysis, performance reporting, or continuous improvement initiatives.
- Familiarity with data visualization tools (e.g., Power BI, Tableau) and structured documentation practices.
- Exposure to governance forums or leadership presentations, including tracking action items and reporting progress.
- Strong interpersonal skills with the ability to influence and build trust across levels and regions.
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.