Service Quality & Customer Experience 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

Date: Sep 10, 2026

Location: San Jose, California, United States

Company: Super Micro Computer

Job Req ID: 29956

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 by evaluating service quality, customer interactions, process compliance, and operational performance. This role will identify trends and improvement opportunities and partner with operational 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 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.

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.

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