Quality Analyst

DocuSign, Inc.; Brasil; Teletrabalho; USD 40.000 - 80.000; Tempo integral

Resumo da oferta

Join a forward-thinking company as a Quality Analyst, where your analytical skills will enhance customer satisfaction. In this remote role, you'll evaluate interactions, provide feedback, and identify trends to drive performance improvement. Collaborate with various teams to align quality initiatives with business objectives. Your contributions will help shape a culture of excellence and trust, making a meaningful impact on customer experiences. If you are detail-oriented and passionate about quality assurance, this is the perfect opportunity for you to thrive in a supportive environment.

Qualificações

• 2+ years in Quality Assurance within customer support.
• Strong understanding of contact center operations and metrics.

Responsabilidades

• Audit customer interactions based on quality standards.
• Provide actionable feedback to support representatives.

Conhecimentos

Quality Assurance

Analytical Skills

Attention to Detail

Communication Skills

Customer Support Experience

Formação académica

BA/BS Degree

Ferramentas

Salesforce

Qualtrics

NICE

Verint

Calabrio

Scorebuddy

Microsoft Office Suite

Google Workspace

Descrição da oferta de emprego

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

We are seeking a detail-oriented and analytical Quality Analyst to join our team. In this role, you will be responsible for monitoring and evaluating the quality of interactions between our customer support representatives and our customers across various channels (phone, email, chat, etc). Your insights and feedback will be crucial in ensuring adherence to our quality standards, identifying areas for improvement, and ultimately enhancing overall customer satisfaction.

This position is an individual contributor role reporting to the Lead Support Quality Program Manager

Responsibilities:

• Audit customer interactions (emails, chats, calls, etc.) based on predefined quality standards, procedures, and compliance guidelines
• Accurately score interactions using established quality monitoring forms/rubrics and provide clear, objective documentation of evaluation findings
• Provide constructive, actionable feedback derived from quality audits to support representatives and/or their managers to drive performance improvement
• Identify and analyze trends in expert performance, customer feedback, and process adherence at individual, team, and department levels
• Compile and distribute regular quality performance reports to stakeholders, highlighting key findings, trends, and areas needing attention
• Participate actively in calibration sessions with other quality analysts, team leaders, and trainers to ensure evaluation consistency and fairness
• Based on audit findings, identify opportunities to improve customer service processes, training materials, and quality standards
• Work closely with Training, Operations, and other relevant departments to align quality initiatives with overall business objectives and expert development needs
• Stay updated on best practices in customer service and quality assurance methodologies

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic:

• 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 listening, analytical, and critical thinking skills with exceptional attention to detail
• Proven ability to provide objective, constructive, and effective feedback
• Strong written and verbal communication skills
• Proficiency in using standard office software (e.g., Microsoft Office Suite, Google Workspace)
• Experience working with CRM systems (e.g., Salesforce) and Quality Monitoring software/platforms (e.g., Qualtrics, NICE, Verint, Calabrio & Scorebuddy)
• Ability to work independently, manage time effectively, and meet deadlines
• High level of integrity and discretion in handling sensitive information

Preferred:

• 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

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

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