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- Tasks: Ensure top-notch customer support quality and drive continuous improvement.
- Company: Join PitchBook, a dynamic company that values collaboration and innovation.
- Benefits: Enjoy competitive pay, health perks, and generous leave policies.
- Why this job: Make a real impact on customer experiences while growing your skills.
- Qualifications: Customer service experience and strong analytical skills are a must.
- Other info: Thriving office culture with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. 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.
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. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners.
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.
Primary Job Responsibilities- 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
- Provide team members with constructive feedback and guidance during regular meetings
- Engage in dialogue with team members to elaborate on and clarify feedback
- Analyze customer service metrics (e.g., CSAT) and their correlation with support team performance
- Devise strategies to enhance support KPIs
- 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 calibration sessions to ensure consistency in internal evaluations
- Support the vision and values of the company through role modeling and encouraging desired behaviors
- Participate in various company initiatives and projects as requested
- Bachelor’s degree or equivalent experience
- 1 year of experience in a customer service role
- Demonstrated proficiency in analytical abilities
- Practical experience in quality assurance procedures
- Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel a plus
- Strong interpersonal skills, including adeptness in delivering constructive feedback
- Effective organizational skills and familiarity with goal-setting methodologies
- Evidence of skill in data visualization and understanding of support metrics
- Understanding of fundamental business metrics and their relationship with support operations
- Problem-solving acumen to devise impactful strategies for enhancing support quality
- Excellent verbal and written communication skills with a keen eye for detail
- Interested in financial markets or services, particularly private equity and venture capital
- Ability to operate with a strong sense of urgency and deliver results
- Terrific prioritization skills to handle high call volume in parallel with project work
- Team player with the desire to try new ideas in order to achieve greater levels of success
- Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel
- Must be authorized to work in the United Kingdom without the need for visa sponsorship now or in the future
- Private medical insurance
- Dental scheme
- Additional medical wellness incentives
- Life cover
- Paid sabbatical program after four years
- Paid parental leave
- Education subsidies
- Robust training programs on industry and soft skills
- Minimum 25 days annual leave and volunteer days
At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. This role is expected to be in the office 5 days a week. The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an ongoing basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.
Quality Assurance Analyst employer: Pitchbook
Contact Detail:
Pitchbook Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Analyst
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. PitchBook loves curiosity and collaboration, so show them how you embody those traits!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. You want to sound confident and genuine, not like you're reading from a script.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role.
We think you need these skills to ace Quality Assurance Analyst
Some tips for your application 🫡
Show Your Curiosity: When writing your application, let your curiosity shine through! Mention how you love to learn and explore new ideas, just like we do at StudySmarter. This will show us that you're a great fit for our culture of continuous improvement.
Be Specific About Your Experience: Make sure to highlight your relevant experience in customer service and quality assurance. Use specific examples to demonstrate how you've contributed to improving support quality in the past. We love seeing concrete achievements!
Keep It Professional Yet Friendly: While we appreciate a casual tone, remember to keep it professional. Use clear language and avoid jargon. A friendly yet polished application will help us see your personality and professionalism at the same time.
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 keen on joining our team at StudySmarter!
How to prepare for a job interview at Pitchbook
✨Know Your Quality Assurance Basics
Before heading into the interview, brush up on your quality assurance principles. Understand the key metrics and benchmarks that are important in customer support. Being able to discuss these confidently will show that you’re not just familiar with the role but also passionate about maintaining high standards.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used analytical skills to improve processes or outcomes. Whether it’s through data visualisation or analysing customer service metrics, having concrete examples ready will demonstrate your ability to drive change and enhance support quality.
✨Emphasise Teamwork and Collaboration
PitchBook values teamwork, so be ready to share experiences where you’ve successfully collaborated with others. Highlight how you’ve built strong relationships with teammates and customers, and how this has contributed to achieving common goals. A people-first attitude is key!
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the company’s approach to quality assurance or how they measure success in customer support. This shows your genuine interest in the role and helps you gauge if PitchBook is the right fit for you.
