Senior Quality Assurance Analyst for Customer Support
2 semanas atrás
DocuSign is at the forefront of transforming agreements into actionable solutions. With over 1.5 million clients and more than a billion users across 180 countries, our platform streamlines business processes and enhances everyday life. By leveraging intelligent agreement management, we unlock critical business data previously confined within documents, which were often isolated from essential business systems, leading to inefficiencies. With DocuSign's Intelligent Agreement Management platform, organizations can efficiently create, execute, and oversee agreements, benefiting from our leadership in e-signature and contract lifecycle management (CLM).
Role Overview
We are in search of a highly competent and driven Senior Quality Assurance Analyst to enhance our customer support quality initiatives. Collaborating closely with support delivery management and vendor operations, this position is pivotal in ensuring uniformity and excellence in our customer interactions. You will significantly influence the strategic direction and design of our quality assurance program. Your primary objective will be to elevate the customer experience by analyzing performance metrics, pinpointing improvement opportunities, and executing strategic enhancements.
This role operates independently and reports to the Senior Strategy & Operations Manager.
Key Responsibilities
- Establish and enforce quality assurance standards and procedures to guarantee a consistent and superior customer experience.
- Evaluate the effectiveness of the quality assurance program, providing insights to leadership regarding trends, challenges, and potential risks.
- Conduct regular reviews and reporting on program performance.
- Manage the quality assurance tool (Genesys) and associated reporting.
- Lead calibration sessions for quality assessments with both internal and vendor stakeholders.
- Review and recommend improvements to frontline policies and procedures.
- Investigate systemic issues identified through quality audits, perform root cause analyses, and collaborate with support delivery management to resolve these challenges.
- Audit completed quality assessments to ensure program consistency and provide actionable feedback.
- Work with cross-functional teams to design and implement new initiatives aimed at enhancing customer satisfaction and operational efficiency.
- Monitor the success of implemented programs and continuously refine them based on feedback and performance metrics.
Job Designation
Hybrid: Employees split their time between in-office and remote work, with a minimum in-office presence required.
Positions at DocuSign are designated as In Office, Hybrid, or Remote, specific to the role. Preferred designations are not guaranteed when transitioning roles within the company. DocuSign reserves the right to modify a position's designation based on business requirements and local regulations.
Qualifications
Basic Requirements
- Bachelor's degree or equivalent experience.
- 5+ years of experience in managing customer support quality assurance programs or roles focused on enhancing customer experience.
- 8+ years of experience in customer support or customer experience roles.
- Proficiency in Salesforce and Google Workspace (or Microsoft Office equivalents).
Preferred Qualifications
- Familiarity with Genesys, including quality, routing, and telephony.
- 5+ years of experience in SaaS customer support.
- Advanced skills in Excel or Google Sheets (e.g., managing large datasets, lookups, conditionals).
- Experience with data manipulation and reporting using visualization tools (e.g., Salesforce CRM Analytics, Tableau).
- Certification in customer experience quality management.
Life at DocuSign
Our Commitment
DocuSign is dedicated to fostering trust and creating a more agreeable environment for our employees, clients, and the communities we serve. We prioritize listening, honesty, and integrity in our daily operations. At DocuSign, we value equality and strive to ensure that every team member has the opportunity to succeed, share ideas, and build meaningful relationships. Your contributions will not only enhance our organization but also positively impact the world around us.
Accommodation
DocuSign is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application process.
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