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Job Description
- Req#: 26856
Employer Industry: E-Signature and Contract Lifecycle Management
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely from a designated location for the majority of the time
- Supportive and collaborative work environment focused on quality and improvement
- Chance to make a positive impact on customer satisfaction through quality assurance insights
- Engage with a diverse range of customer interactions across multiple channels
What to Expect (Job Responsibilities):
- Audit customer interactions (emails, chats, calls, etc.) based on predefined quality standards and compliance guidelines
- Accurately score interactions using established quality monitoring forms and provide clear documentation of evaluation findings
- Provide constructive feedback derived from quality audits to support representatives and their managers
- Identify and analyze trends in performance, customer feedback, and process adherence at various levels
- Compile and distribute regular quality performance reports to stakeholders, highlighting key findings and trends
What is Required (Qualifications):
- Minimum of 2+ years of experience in a Quality Assurance/Analyst role within a customer support or contact center environment
- Strong understanding of contact center operations, metrics (e.g., CSAT, AHT, FCR), and quality assurance principles
- Excellent analytical and critical thinking skills with exceptional attention to detail
- Proven ability to provide objective and effective feedback
- Proficiency in using standard office software and experience with CRM and Quality Monitoring software
How to Stand Out (Preferred Qualifications):
- BA/BS Degree or equivalent work experience
- Familiarity and experience with Qualtrics quality management
- 5+ years of experience with SaaS customer support
- CX quality management certification
- Experience facilitating calibration sessions
#QualityAssurance #CustomerSupport #RemoteWork #CareerOpportunity #SaaSIndustryAbout the company
DocuSign, Inc., is an American company headquartered in San Francisco, California, that allows organizations to manage electronic agreements.
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