Routing & Network Quality Analyst

Job description

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration. We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach. If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let’s build what’s next, together. What this role is all about As a Routing & Network Quality Analyst, you will help ensure the highest possible route quality for our clients worldwide through route ownership, while contributing to the company’s profitability. You will monitor and analyze quality markers at the provider, network, route, and client level, working closely with internal teams to reduce client complaints and improve overall routing performance. You will also collaborate with Dev teams to expand the usage and efficiency of Infobip’s routing-related features. What you’ll do Monitor and analyze quality markers such as DR, CR, and delays at provider, network, route, and client level Resolve routing-related issues quickly and professionally, across both critical and non-critical situations Handle spam complaints from suppliers and manage whitelisting/blacklisting requests from account managers Monitor platform KPIs closely to ensure timely issue resolution and resource availability Proactively propose new monitoring systems and rules to prevent downtime and performance issues Analyze the usage of Infobip’s routing-related features and identify opportunities for improvement Provide continuous feedback to engineering teams to enhance products based on client needs What makes you a strong fit Genuine interest in technology and eagerness to build a career in a dynamic environment Broad IT interests, including basic knowledge of querying languages, programming logic, and computer networks Strong customer orientation, with a focus on delivering the best possible experience Supportive mindset towards both clients and colleagues Curious and analytical approach to understanding and solving technical problems Comfortable progressively taking on more complex challenges Fluent English, spoken and written, to communicate with clients, partners, and engineering teams Why you'll love it here • Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. • Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. • ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options. • Work-life balance and Well-being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. • Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. • Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. • International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide. While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. Diversity drives connection Infobip is built on diverse backgrounds, perspectives, and talents. We’re proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace. No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s a place for you here. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity. Read more about our hiring process . #LI-DM1