Quality Assurance Analyst

PitchBook Data • Seattle, WA • 6h ago

At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.
Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
About the Role:
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'sCustomer Supportteamprovides direct customer support via phone,emailand chat to existing PitchBook clients.As a Quality Assurance Associate, Customer Support your goal is tomaintaina high and consistent level ofsupportquality across the team.It is your responsibility to help develop andmaintaina complete QA program that ensures our customers are getting the best experience every time.
Primary Job 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
Skills and Qualifications:
Bachelor's degree or equivalent experience
1 year of experience in a customer service role
Demonstrated proficiency in analytical abilities
Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel a plus
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 re

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