Quality Analyst
Core
Evaluating customer and prospect interactions across Sales and Post-Sales functions (heavy focus on GSS) via audits of phone calls, emails, and chats to ensure quality standards and drive continuous improvements.
Role type
Quality Analyst (Customer Experience)
Builds
Quality reports, dashboards, trend summaries, and evaluation rubrics for Sales and Post-Sales functions.
Domain
Customer Support / Sales Enablement
Deliverable
dashboards & analysis
Required skills
Data interpretation, root cause analysis, rubric development, facilitation, written and verbal communication, attention to detail, AI tool utilization
Preferred skills
None stated
Technologies
Google Sheets, Gong, Talkdesk, Coach GPT, Claude, Gemini
Responsibilities
Complete daily audit quotas, develop and present quality reports and dashboards, partner with stakeholders to align quality programs, manage ad hoc Smart Evaluations, train new hires on quality programs, contribute to call libraries and playbook maintenance.
Seniority
Individual Contributor