Job Description
A Quality Analyst role focused on monitoring and improving customer engagement and process compliance through data analysis and collaboration, primarily within a SaaS environment, to enhance customer outcomes and support the company's growth in connected operations technology.
Key Responsibilities
- Partner with leadership and stakeholders to improve customer outcomes
- Implement data monitoring systems and assess compliance
- Use business intelligence tools to analyze data and identify improvement opportunities
- Monitor and evaluate customer interactions for quality and process adherence
- Track and ensure compliance with quality standards and call scoring
- Lead investigations to identify behavioral, process, and tool improvements
- Collaborate with sales teams to implement and uphold quality programs
- Analyze engagement data to provide actionable insights
- Embed and promote company cultural principles within quality initiatives
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.
- Possession of project management or industry certifications, e.g., COPC, PMP.
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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