Quality Assurance Analyst
The Quality Assurance Analyst at PitchBook is a key member of the Account Management & Customer Success team, dedicated to maintaining high standards of customer support. This role focuses on developing and implementing quality assurance programs to ensure consistent and exceptional client experiences. PitchBook, a leading provider of data and research on global capital markets, emphasizes innovation and collaboration within its dynamic work environment.
Key responsibilities include establishing internal standards for support quality, reviewing customer interactions across various channels, and evaluating these engagements against predefined benchmarks. The analyst provides constructive feedback to team members, analyzes customer service metrics to identify areas for improvement, and devises strategies to enhance support key performance indicators. Additionally, the role involves monitoring individual and team performance, generating comprehensive reports, and communicating findings to upper management.
Candidates should possess a bachelor's degree and have at least one year of experience in a customer service role. Strong analytical abilities, practical experience in quality assurance procedures, and proficiency with CRM systems such as Salesforce and Microsoft Dynamics are essential. Familiarity with SAML/SSO, SQL/Snowflake, and Microsoft Excel is advantageous. Excellent verbal and written communication skills, effective organizational abilities, and a keen eye for detail are also required.
The position offers a competitive annual base salary of $81,000, with a target annual bonus of 7.5%. Comprehensive health benefits, paid family and paternity leave, an annual educational stipend, and a generous allotment of vacation, sick, and volunteer days are part of the compensation package. Additional perks include a 401(k) match, employee stock program, and monthly transportation stipend.
PitchBook fosters a culture of curiosity and continuous learning, encouraging employees to explore new ideas and challenge the status quo. The company values teamwork and collaboration, providing extensive learning programs and mentorship opportunities to support professional growth. Joining PitchBook means becoming part of a forward-thinking organization committed to innovation and excellence in the financial data industry.