At a Glance
- Tasks: Ensure top-notch customer support quality and drive team performance improvements.
- Company: Join a vibrant, collaborative company that values curiosity and innovation.
- Benefits: Remote work, extensive learning programs, mentorship opportunities, and a fun work culture.
- Other info: Dynamic environment with opportunities for personal and professional development.
- Why this job: Make a real impact by enhancing customer experiences and supporting team growth.
- Qualifications: Bachelor’s degree and experience in quality assurance; CRM knowledge is a plus.
The predicted salary is between 28800 - 48000 £ per year.
We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.
As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members.
PitchBook’s Customer Support team provides direct customer support via phone, email, and chat to existing PitchBook clients. As a Quality Assurance Associate, Customer Support your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility to help develop and maintain a complete QA program that ensures our customers are getting the best experience every time.
- Establish and refine internal standards for support quality assurance
- Review a selection of support team members’ interactions across various channels (calls, emails, chats, etc.)
- Evaluate support engagements against predetermined quality benchmarks (CSAT) and their correlation with support team performance
- Assist in enhancing team member performance through targeted guidance and ongoing support
- Identify training and onboarding needs and work with the team to spearhead relevant initiatives
- Monitor customer service performance at both individual team member and team levels
- Generate comprehensive reports reflecting support performance
- Communicate support team performance findings to upper management
- Participate in various company initiatives and projects as requested
Bachelor’s degree required. Practical experience in quality assurance procedures is preferred. Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel is a plus. Evidence of skill in data visualization and understanding of support metrics is also beneficial.
Quality Assurance Analyst (Remote, in London employer: PitchBook Data
At PitchBook, we pride ourselves on fostering a vibrant and collaborative work environment that encourages curiosity and innovation. Our commitment to employee growth is evident through extensive learning programmes and mentorship opportunities, ensuring that every team member can thrive and contribute to our mission of delivering exceptional customer support. With a focus on positivity and adaptability, we embrace challenges and celebrate the journey towards excellence, making PitchBook an outstanding place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Analyst (Remote, in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role at PitchBook. Personal connections can make all the difference!
✨Tip Number 2
Prepare for the interview by practising common QA scenarios. Think about how you would handle specific customer interactions and quality assurance challenges. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your curiosity! During interviews, ask insightful questions about the company culture and the QA processes. This not only demonstrates your interest but also helps you gauge if PitchBook is the right fit for you.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our collaborative and dynamic team.
We think you need these skills to ace Quality Assurance Analyst (Remote, in London
Some tips for your application 🫡
Show Your Curiosity:We love a good dose of curiosity! When you're writing your application, make sure to highlight your eagerness to learn and grow. Share examples of how you've embraced change or tackled challenges in the past.
Be Specific About Your Experience:When detailing your experience, be specific about your quality assurance skills and any relevant tools you've used. Mention your familiarity with CRM systems like Salesforce or Dynamics, as well as any data analysis you've done. We want to see how you can contribute!
Keep It Positive:A positive attitude goes a long way! Make sure your application reflects your upbeat personality and your commitment to providing excellent customer support. We’re all about positivity here at StudySmarter, so let that shine through!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our awesome team!
How to prepare for a job interview at PitchBook Data
✨Know Your QA Basics
Make sure you brush up on your quality assurance fundamentals. Understand the key principles and methodologies used in QA, as well as any specific tools mentioned in the job description, like CRM systems or SQL. This will show that you're not just familiar with the role but also ready to hit the ground running.
✨Showcase Your Curiosity
Since the company values curiosity, be prepared to discuss how you've embraced change and sought out new solutions in your previous roles. Share specific examples where your curiosity led to improvements or innovative ideas, especially in a customer support context.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to maintain quality standards. Think of situations where you had to evaluate performance or implement training initiatives, and be ready to explain your thought process and outcomes.
✨Communicate Positively
A people-first attitude is crucial for this role. During the interview, demonstrate your positive approach to teamwork and collaboration. Use examples that highlight your ability to work well with others, support team members, and contribute to a fun and energetic work environment.
