Service Quality Analyst, Customer Experience

Jobtailor; Arizona; On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in United States (Arizona) seeks an experienced quality assurance professional to develop and support QA standards, scorecards, and evaluation processes. You will review service interactions for quality and customer experience, analyze trends and metrics, and partner with Operations, Training, PMO, and regional teams to drive improvement.

Salesforce Service Cloud experience is preferred. Ideal candidates have 5+ years in QA, analytics, and reporting, with strong communication,

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.
• 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

Quality Assurance

Analytical Skills

Performance Metrics Development

Customer Experience Evaluation

Data Analysis

Reporting

Communication

Organization

Problem-Solving

Education

Bachelor’s degree or equivalent relevant experience

Tools

Salesforce Service Cloud

Job description

• 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

Requirements

• 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


• Salesforce Service Cloud experience preferred


• Excellent communication, organization, and problem-solving skills

Core Competencies

Demonstrates expertise in quality assurance standards, performance metrics, and customer experience analysis. Proficient in utilizing Salesforce Service Cloud for evaluating service performance and driving improvement initiatives.

Highest-signal resume keywords

• Quality Assurance Programs


• Salesforce Service Cloud


• Analytical Skills


• Performance Metrics Development


• Customer Experience Evaluation

ATS Optimization Keywords

Hard Skills

• Quality Assurance


• Performance Metrics


• Data Analysis


• Reporting


• Service Operations

Soft Skills

• Communication


• Organization


• Problem-Solving

Industry Keywords

• Customer Experience


• Quality Standards


• SLA Performance


• Operational Metrics


• Coaching and Training

Tools & Technologies

• Salesforce Service Cloud