Global Service Quality & CX Analyst

Super Micro Computer Spain, S.L.; San Jose (CA); On-site; USD 115,000 - 135,000; Full time

Benefits offered by this job

Comprehensive benefits package

Bonus programs

Equity programs

Job summary

Super Micro Computer is seeking a Service Quality & Customer Experience Analyst to support global Service Operations by evaluating service quality, customer interactions, process compliance, and operational performance. This role can be based out of CA, NV, UT, AZ and TX.

Requires 5+ years in QA, CX, or service operations, plus strong analytical and reporting skills; Salesforce Service Cloud experience is preferred.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• 5+ years in quality assurance, customer experience, service operations, or related fields.
• 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.

Skills

Strong analytical

Reporting skills

Excellent communication

Problem-solving

Education

Bachelor’s degree

Tools

Salesforce Service Cloud

Job description

Super Micro Computer is seeking a Service Quality & Customer Experience Analyst to support global Service Operations by evaluating service quality, customer interactions, process compliance, and operational performance. This role can be based out of CA, NV, UT, AZ and TX.

Requires 5+ years in QA, CX, or service operations, plus strong analytical and reporting skills; Salesforce Service Cloud experience is preferred.