Quality Assurance Analyst

The Quality Assurance Analyst role at PitchBook Data is integral to the Account Management & Customer Success team, focusing on maintaining and enhancing the quality of customer support interactions. This position is based in London, England, and involves developing and implementing quality assurance programs to ensure consistent and high-quality customer experiences.

Key responsibilities include establishing internal standards for support quality, reviewing various customer interactions across multiple channels, and evaluating these engagements against predefined benchmarks. The analyst will provide constructive feedback to team members, analyze customer service metrics, and devise strategies to improve support key performance indicators. Additionally, the role involves identifying training needs, monitoring individual and team performance, and generating comprehensive reports for upper management.

Candidates should possess a bachelor's degree and have at least one year of experience in a customer service role. Proficiency in analytical abilities and quality assurance procedures is essential. Experience with CRM systems such as Salesforce and Dynamics, as well as familiarity with SAML/SSO, SQL/Snowflake, and Microsoft Excel, is advantageous. Strong interpersonal skills, effective organizational abilities, and excellent verbal and written communication skills are also required.

PitchBook offers a comprehensive benefits package, including physical health programs, to support the well-being of its employees. The company fosters a collaborative and innovative culture, encouraging continuous learning and professional growth. Employees are empowered to challenge the status quo and contribute to the company's mission of providing exceptional customer experiences.