Senior Quality Assurance Program Analyst
Há 6 dias
We are seeking a highly skilled and motivated Senior Quality Assurance Program Analyst to join our team at DocuSign, Inc. This role will drive consistency and quality for our customers, working closely with support delivery management and vendor operations.
Key Responsibilities- Develop and Implement Quality Assurance Standards: Create and enforce quality assurance standards and processes to ensure a consistent and high-quality customer experience.
- Monitor Performance Metrics: Analyze performance metrics to identify areas for improvement and implement strategic initiatives to enhance the customer experience.
- Prepare and Conduct Programmatic Reviews: Prepare and conduct regular programmatic reviews and reporting to provide insight to support leadership on trends, issues, and risks.
- Administer Quality Assurance Tools: Administer quality assurance tool (Genesys), and reporting to ensure seamless integration with support operations.
- Facilitate Quality Assessment Calibration Sessions: Facilitate quality assessment calibration sessions with internal and vendor stakeholders to ensure consistency and accuracy in quality assessments.
- Assess and Provide Recommendations: Assess and provide recommendations on front-line policies and procedures to ensure alignment with quality assurance standards.
- Investigate Systemic Issues: 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 and Provide Actionable Recommendations: Conduct audits of completed quality assessments to ensure consistency of the quality assurance program and provide actionable recommendations for improvement.
- Collaborate with Cross-Functional Teams: Collaborate with cross-functional teams to develop and roll out new initiatives aimed at improving customer satisfaction and support efficiency.
- Track and Optimize Programs: Track the success of implemented programs and continuously optimize them based on feedback and performance data.
- Education: BS/BA degree or equivalent experience.
- Experience: 5+ years of experience in customer support quality assurance program management, or customer support roles, with a focus on driving customer experience improvements.
- Skills: Experience with Salesforce, and Google Sheets, Slides, and Docs (or Microsoft Office equivalents). Familiarity with Genesys, including quality, routing, and telephony.
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