Quality Assurance Analyst

About the Role:

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. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

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 

Skills and Qualifications:

• Bachelor’s degree or equivalent experience 
• 1 year of experience in a customer service role 
• Demonstrated proficiency in analytical abilities
• Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel a plus
• 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 
• Interested in financial markets or services, particularly private equity and venture capital 
• 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

Benefits + Compensation at PitchBook:

Physical Health            

• Comprehensive health benefits
• Additional medical wellness incentives 
• STD, LTD, AD&D, and life insurance

Emotional Health 

• 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

Social Health 

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare  
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 401k match
• Shared ownership employee stock program 
• Monthly transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment. 

Compensation

• Annual base salary: $79,183
• Target annual bonus percentage: 7.5%

Working Conditions:

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. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can’t be replicated remotely. 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 on-going 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.

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