Senior Quality Program Analyst
Docusign
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
Tech Stack
About the role
- Develop and implement quality assurance standards and processes to ensure a consistent and high-quality customer experience
- Monitor the performance of the quality assurance program, provide insight to support leadership on trends, issues, and risks
- Prepare and conduct regular programmatic reviews and reporting
- Administer quality assurance tool (Qualtrics) and reporting
- Facilitate quality assessment calibration sessions with internal and vendor stakeholders with assessment/audit responsibility
- Assess and provide recommendations on front line policies and procedures
- Investigate systemic issues uncovered by quality audits, perform root cause analysis, and participate in resolution of these issues in partnership with support delivery management
- Conduct audits of completed quality assessments to ensure the consistency of the quality assurance program and provide actionable recommendations
- Collaborate with cross-functional teams to develop and roll out new initiatives aimed at improving customer satisfaction and support efficiency
- Track the success of implemented programs and continuously optimize them based on feedback and performance data
Requirements
- BS/BA degree or equivalent experience
- 3+ years of experience in customer support quality assurance program management, or customer support roles, with a focus on driving customer experience improvements
- 5+ years of experience in customer support or customer experience
- Experience with Salesforce, and Google Sheets, Slides, and Docs (or microsoft office equivalents)
- Experience with Qualtrics Discover or another automated QA tool
- Developed ability to frame business problems, complete analyses to inform solutions, and communicate insights
- 5+ years of experience with SaaS customer support
- Advanced Excel or Google Sheets skills (e.g. handling large volumes of data, lookups, conditionals)
- Experience manipulating and reporting data from data visualization tools (e.g. Salesforce CRM Analytics, Tableau, etc.)
- CX quality management certification
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assuranceroot cause analysisdata analysisdata visualizationprogram managementcustomer experience improvementauditingreportingdata manipulationSaaS
Soft skills
collaborationcommunicationproblem framinginsight generationcustomer satisfaction focusorganizational skillsleadership supporttrend analysisissue resolutioncalibration facilitation
Certifications
CX quality management certification