Senior Quality Assurance Analyst

1 semana atrás


São Paulo, São Paulo, Brasil DocuSign, Inc. Tempo inteiro
About the Role

We are seeking a highly skilled and motivated Senior Support Quality 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 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 (Genesys), 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
  • 5+ years of experience in customer support quality assurance program management, or customer support roles, with a focus on driving customer experience improvements
  • 8+ years of experience in customer support or customer experience
  • Experience with Salesforce, and Google Sheets, Slides, and Docs (or Microsoft Office equivalents)
Preferred Qualifications
  • Familiarity with Genesys including quality, routing and telephony
  • 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
Life at DocuSign

At DocuSign, we are committed to building trust and making the world more agreeable for our employees, customers, and the communities in which we live and work. We strive to create an inclusive and diverse work environment where everyone has an equal opportunity to succeed.



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