Quality Assurance Analyst

PitchBook Data•Seattle, WA

4h•Onsite

About The Position

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us! PitchBook’s Customer Support team provides direct customer support via phone, email and chat to existing PitchBook clients. As a Quality Assurance Associate, Customer Support your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility to help develop and maintain a complete QA program that ensures our customers are getting the best experience every time.

Requirements

Bachelor’s degree or equivalent experience
1 year of experience in a customer service role
Demonstrated proficiency in analytical abilities
Practical experience in quality assurance procedures
Strong interpersonal skills, including adeptness in delivering constructive feedback
Effective organizational skills and familiarity with goal-setting methodologies
Evidence of skill in data visualization and understanding of support metrics
Understanding of fundamental business metrics and their relationship with support operations
Problem-solving acumen to devise impactful strategies for enhancing support quality
Have excellent verbal and written communication skills with a keen eye for detail
Interested in financial markets or services, particularly private equity and venture capital
Ability to operate with a strong sense of urgency and deliver results
Have terrific prioritization skills to high call volume in parallel with project work
Team player with the desire to try new ideas in order to achieve greater levels of success
Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily
Must be authorized to work in the United States without the need for visa sponsorship now or in the future

Nice To Haves

Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel a plus

Responsibilities

Establish and refine internal standards for support quality assurance
Review a selection of support team members’ interactions across various channels (calls, emails, chats, etc.)
Evaluate support engagements against predetermined quality benchmarks
Provide team members with constructive feedback and guidance during regular meetings
Engage in dialogue with team members to elaborate on and clarify feedback
Analyze customer service metrics (e.g., CSAT) and their correlation with support team performance
Devise strategies to enhance support KPIs
Assist in enhancing team member performance through targeted guidance and ongoing support
Identify training and onboarding needs and work with the team to spearhead relevant initiatives
Monitor customer service performance at both individual team member and team levels
Generate comprehensive reports reflecting support performance
Communicate support team performance findings to upper management
Participate in calibration sessions to ensure consistency in internal evaluations
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested