Customer Experience & Quality Analytics Analyst

Support Revolution

San Jose (CA)

On-site

USD 115,000 - 135,000

Full time

2 days ago

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Benefits offered by this job

Comprehensive benefits

Bonus potential

Equity programs

Job summary

Supermicro seeks a Service Quality & Customer Experience Analyst to evaluate service quality, customer interactions, and process adherence. You will identify trends and improvement opportunities and partner with operations teams to strengthen service consistency and the customer experience.

The role can be based in CA, NV, UT, AZ or TX, with emphasis on quality dashboards and data-driven coaching across global Service Operations.

Qualifications

5+ years of quality assurance, customer experience, service operations, or related experience.
Experience developing or administering QA programs, scorecards, or performance metrics.
Strong analytical and reporting skills.
Salesforce Service Cloud experience preferred.
Excellent communication, organization, and problem-solving skills.

Responsibilities

Develop and support quality assurance standards, scorecards, and evaluation processes.
Review service interactions and case activity for quality, accuracy, compliance, and customer experience.
Analyze quality trends, customer feedback, SLA performance, and operational metrics.
Identify recurring service gaps and recommend corrective actions.
Develop dashboards and reporting for quality and customer experience performance.
Partner with Service Operations, Training, PMO, and regional teams on improvement initiatives.
Support coaching and training needs identified through quality analysis.
Use Salesforce Service Cloud data to evaluate service performance and process adherence.