Service Quality & Customer Experience Analyst

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

Job summary

Supermicro is seeking a Service Quality & Customer Experience Analyst to enhance service operations across global teams. You will evaluate service quality, customer interactions, and process compliance to drive a superior customer experience.

Based in CA, NV, UT, AZ or TX, you will develop QA programs, dashboards, and metrics, partnering with Service Operations, Training, and regional teams to implement improvements and coaching initiatives.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 5+ years in QA, customer experience, service operations, or related fields.
• Experience with QA programs, scorecards, or performance metrics.
• Strong analytical and reporting skills; excellent communication.

Responsibilities

• Develop and support QA standards, scorecards, and evaluation processes.
• Review interactions for quality, accuracy, compliance, and customer experience.
• Analyze quality trends, customer feedback, SLA performance, and metrics.
• Identify recurring service gaps and recommend corrective actions.
• Develop dashboards and reporting for quality and customer experience.
• Partner with Service Ops, Training, PMO, and regional teams on improvements.
• Support coaching and training needs identified through quality analysis.
• Use Salesforce Service Cloud data to evaluate performance and adherence.

Skills

Quality assurance

Customer experience

Analytical skills

Reporting

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Cloud

Job description

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.