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- Tasks: Ensure top-notch customer support quality and drive team performance improvements.
- Company: Join a vibrant, collaborative tech company that values curiosity and innovation.
- Benefits: Flexible remote work, mentorship opportunities, and a culture of continuous learning.
- Other info: Be part of a supportive team that embraces change and encourages personal growth.
- Why this job: Make a real impact on customer experiences while growing your skills in a dynamic environment.
- Qualifications: Bachelor’s degree and experience in quality assurance; CRM knowledge is a plus.
The predicted salary is between 30000 - 42000 £ 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.
Remote Quality Assurance Analyst in London employer: PitchBook Data
Contact Detail:
PitchBook Data Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Quality Assurance Analyst 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 researching common QA scenarios and how you would handle them. Think about your past experiences and be ready to share specific examples that showcase your skills in quality assurance and customer support.
✨Tip Number 3
Show off your curiosity! During interviews, ask insightful questions about the company culture, team dynamics, and how they approach quality assurance. This not only shows your interest but also helps you gauge if it’s 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 seen by the right people. Plus, it shows you’re genuinely interested in being part of our awesome team!
We think you need these skills to ace Remote Quality Assurance Analyst 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 Clear and Concise: Keep it simple, folks! We appreciate applications that get straight to the point. Use clear language and avoid jargon. Make it easy for us to see why you’re the perfect fit for the Quality Assurance Analyst role.
Tailor Your Application: Don’t just send a generic application our way! Take the time to tailor your CV and cover letter to match the job description. Highlight relevant experiences and skills that align with what we’re looking for in a Quality Assurance Analyst.
Apply Through Our Website: We want to hear from you directly! Make sure to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands.
How to prepare for a job interview at PitchBook Data
✨Know Your QA Basics
Make sure you brush up on your quality assurance principles before the interview. Understand key concepts like support quality benchmarks and how to evaluate customer interactions. This will show that you're not just familiar with the role but also passionate about maintaining high standards.
✨Showcase Your Curiosity
Since the company values curiosity, be ready to discuss how you've embraced change in past roles. Share specific examples of how you've identified areas for improvement and taken initiative to implement solutions. This will highlight your proactive attitude and fit within their culture.
✨Familiarise Yourself with Tools
If you have experience with CRM systems like Salesforce or Dynamics, make sure to mention it. If not, take some time to learn the basics of these tools. Being able to talk about how you can leverage technology to enhance support quality will definitely impress them.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations related to quality assurance. Think about scenarios where you had to evaluate performance or provide feedback. Practising your responses will help you articulate your thought process clearly during the interview.