Service Quality & Customer Experience Analyst
Supermicro•San Jose, CA
•Hybrid
About The Position
The Service Quality & Customer Experience Analyst supports global Service Operations by evaluating service quality, customer interactions, process compliance, and operational performance. This role will identify trends and improvement opportunities and partner with operational teams to strengthen service consistency and the customer experience. This role can be based out of CA, NV, UT, AZ and TX.
Requirements
- Bachelor’s degree or equivalent relevant experience.
- 5+ years of quality assurance, customer experience, service operations, or related experience.
- Experience developing or administering QA programs, scorecards, or performance metrics.
- Strong analytical and reporting skills.
- Excellent communication, organization, and problem-solving skills.
Nice To Haves
- Salesforce Service Cloud experience preferred.
Responsibilities
- Develop and support quality assurance standards, scorecards, and evaluation processes.
- Review service interactions and case activity for quality, accuracy, compliance, and customer experience.
- Analyze quality trends, customer feedback, SLA performance, and operational metrics.
- Identify recurring service gaps and recommend corrective actions.
- Develop dashboards and reporting for quality and customer experience performance.
- Partner with Service Operations, Training, PMO, and regional teams on improvement initiatives.
- Support coaching and training needs identified through quality analysis.
- Use Salesforce Service Cloud data to evaluate service performance and process adherence.
Benefits
- comprehensive benefits package
- participation in bonus and equity award programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
