Global Service Quality & CX Analyst

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

Job summary

Supermicro is seeking a Service Quality & Customer Experience Analyst to evaluate service quality, customer interactions, and process compliance across global operations. You will identify trends and partner with regional teams to strengthen service consistency and the customer experience.

Based in multiple U.S. locations including CA/NV/UT/AZ/TX, the role involves QA program development, dashboards, and coaching, with Salesforce Service Cloud experience preferred.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 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.
• Excellent communication, organization, and problem-solving skills.
• Salesforce Service Cloud experience preferred.

Responsibilities

• Develop and support quality assurance standards, scorecards, and evaluation processes.
• Review service interactions and case activity for quality, accuracy, compliance, and customerexperience.
• 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.

Skills

Quality assurance

Customer experience

Data analysis

Salesforce Service Cloud

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Cloud

Job description

Supermicro is seeking a Service Quality & Customer Experience Analyst to evaluate service quality, customer interactions, and process compliance across global operations. You will identify trends and partner with regional teams to strengthen service consistency and the customer experience.

Based in multiple U.S. locations including CA/NV/UT/AZ/TX, the role involves QA program development, dashboards, and coaching, with Salesforce Service Cloud experience preferred.