Job Description
A Quality Analyst role focused on monitoring and improving customer engagement and process compliance across sales and customer success teams, utilizing data analysis and quality assurance practices to enhance overall customer outcomes and operational efficiency.
Key Responsibilities
- Partner with leadership and stakeholders to improve customer outcomes through quality assurance initiatives.
- Implement data monitoring systems and assess compliance across customer-facing teams.
- Analyze data using tools like LLMs, Excel, Google Sheets, and Tableau to derive actionable insights.
- Track and ensure adherence to quality process requirements, call scoring, and calibration standards.
- Identify opportunities to enhance behaviors, processes, procedures, tools, and training through investigative projects.
- Collaborate with Sales and Sales Operations to implement and maintain quality programs.
- Deliver data-driven insights on sales team engagement quality across segments, regions, and industries.
Requirements
- Minimum of 4 years of experience in Sales, Enablement, Operations, Quality, Management Consulting, or Program Management, 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 Salesforce
- Ability to utilize best practices and tools from across the industry to ensure the highest standards of service are being delivered in all prospect and customer interactions
- Ability to monitor interactions across various lines of business to assess quality of engagement and process compliance
- Implement mechanisms to track and ensure compliance with quality process requirements, call scoring, and calibration
- Drive investigative projects that identify opportunities to improve behaviors, processes, procedures, tools, training, and outcomes
- Collaborate across Sales and Sales Operations stakeholders to implement and ensure accountability in quality programs
- Leverage Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools to analyze data and derive actionable insights
- Deliver data-driven insights on the quality of sales team engagements across all segments, regions, and industries
- Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team as we scale globally and across new offices
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model (remote, hybrid, or in-office options)
Ready to Apply?
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