PitchBook · 17 hours ago
Quality Assurance Analyst
Seattle, WA
Full-time
Onsite
Entry Level
$79K/yr - $79K/yr
1+ years expPitchBook, a Morningstar company, is seeking a Quality Assurance Analyst to enhance customer support quality. The role involves establishing internal standards for support quality assurance, reviewing interactions, providing feedback, and analyzing service metrics to improve team performance.
AnalyticsFinanceVenture Capital
No H1B
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
Qualification
Required
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
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
Have excellent verbal and written communication skills with a keen eye for detail
Ability to operate with a strong sense of urgency and deliver results
Have terrific prioritization skills to 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 with the ability to pick up new systems and software easily
Must be authorized to work in the United States without the need for visa sponsorship now or in the future
Preferred
Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel a plus
Interested in financial markets or services, particularly private equity and venture capital
Benefits
Comprehensive health benefits
Additional medical wellness incentives
STD, LTD, AD&D, and life insurance
Paid sabbatical program after four years
Paid family and paternity leave
Annual educational stipend
Ability to apply for tuition reimbursement
CFA exam stipend
Robust training programs on industry and soft skills
Employee assistance program
Generous allotment of vacation days, sick days, and volunteer days
Matching gifts program
Employee resource groups
Subsidized emergency childcare
Dependent Care FSA
Company-wide events
Employee referral bonus program
Quarterly team building events
401k match
Shared ownership employee stock program
Monthly transportation stipend
Company
PitchBook
PitchBook offers financial data and tools on companies, deals, investors, and markets to support sales and business development.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$13.8MKey Investors
Morningstar
2016-10-14Acquired
2016-01-27Series B· $10M
2009-09-25Series A· $3.8M
Leadership Team
Nizar Tarhuni
Executive Vice President, Research & Market Intelligence
Brett Kaluza
Chief Customer Officer
Recent News
2026-01-17
2025-12-19
Company data provided by crunchbase