Service Quality & Customer Experience Analyst

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

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.

Skills

Quality assurance

Customer experience

Service operations

Analytics

Communication

Tools

Salesforce Service Cloud

Job description

Service Quality & Customer Experience Analyst

Location: San Jose, California, United States

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

The Service Quality & Customer Experience Analyst supports global Service Operations byevaluating service quality, customer interactions, process compliance, and operationalperformance. This role will identify trends and improvement opportunities and partner withoperational teams to strengthen service consistency and the customer experience.

This role can be based out of CA, NV, UT, AZ and TX.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

• 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.

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.

Salary Range

$115,000 - $135,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

Job Segment: Quality Assurance, Cloud, Data Center, Technology