Customer Experience Quality Architect

Supermicro; Wayne (CA); On-site; USD 115,000 - 135,000; Full time

Job summary

Supermicro is seeking a Service Quality & Customer Experience Analyst to enhance service operations across global teams. You will evaluate service quality, customer interactions, and process compliance to drive a superior customer experience.

Based in CA, NV, UT, AZ or TX, you will develop QA programs, dashboards, and metrics, partnering with Service Operations, Training, and regional teams to implement improvements and coaching initiatives.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 5+ years in QA, customer experience, service operations, or related fields.
• Experience with QA programs, scorecards, or performance metrics.
• Strong analytical and reporting skills; excellent communication.

Responsibilities

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

Skills

Quality assurance

Customer experience

Analytical skills

Reporting

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Cloud

Job description

Supermicro is seeking a Service Quality & Customer Experience Analyst to enhance service operations across global teams. You will evaluate service quality, customer interactions, and process compliance to drive a superior customer experience.

Based in CA, NV, UT, AZ or TX, you will develop QA programs, dashboards, and metrics, partnering with Service Operations, Training, and regional teams to implement improvements and coaching initiatives.