Service Quality Analyst, Customer Experience

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 Requirements 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 Core Competencies Demonstrates expertise in quality assurance standards, performance metrics, and customer experience analysis. Proficient in utilizing Salesforce Service Cloud for evaluating service performance and driving improvement initiatives. Highest-signal resume keywords Quality Assurance Programs Salesforce Service Cloud Analytical Skills Performance Metrics Development Customer Experience Evaluation ATS Optimization Keywords Hard Skills Quality Assurance Performance Metrics Data Analysis Reporting Service Operations Soft Skills Communication Organization Problem-Solving Industry Keywords Customer Experience Quality Standards SLA Performance Operational Metrics Coaching and Training Tools & Technologies Salesforce Service Cloud #J-18808-Ljbffr Jobtailor