Job Description
A Quality Analyst role focused on enhancing customer success operations by monitoring interactions, ensuring compliance, analyzing data, and driving process improvements to deliver exceptional customer experiences in a SaaS environment.
Key Responsibilities
- Monitor customer interactions to assess quality of engagement and process compliance
- Implement mechanisms to track and ensure adherence to quality standards and call scoring
- Drive projects to identify opportunities for improving behaviors, processes, tools, and outcomes
- Collaborate with cross-functional teams to implement and uphold quality programs
- Analyze data using tools like LLMs, Excel, Google Sheets, and Tableau to derive actionable insights
- Provide data-driven feedback on the performance of post-sales teams such as Implementation Services and Customer Success Management
Requirements
- Minimum of 4 years of Customer Success, Sales Enablement, Operations, Quality, Management Consulting, or Program Management experience, ideally in a SaaS environment or fast-paced IT consulting role.
- Proven track record launching transformational quality projects that measurably increase team productivity and customer outcomes.
- Ability to ramp up quickly on business priorities and derive insights from data.
- Excel at building trust and communicating effectively with a wide variety of stakeholders, including account reps, managers, and technical roles.
- Poise under pressure when working through issues in a fast-paced environment.
- Strong attention to detail and a knack for process improvement and documentation.
- Experience working with Gong and/or Gainsight (preferred but not mandatory).
- Project management or industry certifications, e.g., COPC, PMP (preferred but not mandatory).
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Ready to Apply?
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