More jobs:
Service Quality Analyst, Customer Experience
Job in
Phoenix, Maricopa County, Arizona, 85003, USA
Listed on 2026-09-14
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-14
Job specializations:
-
Quality Assurance - QA/QC
Data Analyst, QA Specialist - Analyst/Manager
Job Description & How to Apply Below
- 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
- 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
- Salesforce Service Cloud experience preferred
- Excellent communication, organization, and problem-solving skills
Demonstrates expertise in quality assurance standards, performance metrics, and customer experience analysis. Proficient in utilizing Salesforce Service Cloud for evaluating service performance and driving improvement initiatives.
Highest-signal resume keywords- Quality Assurance Programs
- Salesforce Service Cloud
- Analytical Skills
- Performance Metrics Development
- Customer Experience Evaluation
Hard Skills
- Quality Assurance
- Performance Metrics
- Data Analysis
- Reporting
- Service Operations
- Communication
- Organization
- Problem-Solving
- Customer Experience
- Quality Standards
- SLA Performance
- Operational Metrics
- Coaching and Training
- Salesforce Service Cloud
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