Quality Assurance Analyst at Birdeye in Dallas, TX, United States - Apply now!

Why BirdEye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

What You'll Do

Birdeye is looking for a world-class member to join our Customer Success Enablement Team. The Quality Assurance Analyst’s primary focus will be to improve the overall customer experience through the development, creation, and implementation of world-class customer success quality processes and procedures as well as provide recommendations for improvements to training materials.

Responsibilities

• Collaborates in the creation of call monitoring formats and quality guidelines in accordance with CS standards and Global Trainer initiatives.
• Identifies client requirements and expectations by leading listening programs.
• Cases/calls are tracked, assessed, and scored using well-known quality control tools and guidelines.
• Outlines performance goals, development strategies, and action plans for enhancing call/cases quality.
• Delivers precise and timely information on call quality, productivity, availability, and other important parameters on a daily, monthly, month-to-date, and year-to-date rolling basis.

• 3-5 years of related experience in curriculum assessment, internal and external training, and eLearning development.
• Embodies strong organizational skills, detail-oriented, and able to anticipate the needs of both Customers and Customer Success.
• Team-focused, results, and data-driven.
• Strong communication and interpersonal skills.
• Demonstrated experience, knowledge, and expertise in training soft skills.
• Extreme curiosity, critical thinker, and problem-solver.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Must adapt well to change and successfully set and adjust priorities as needed.
• Easily use reporting to identify trends, and suggest action

Skills

•  Outstanding interpersonal, verbal, written, and listening communication abilities.
•  Good judgment and decision-making skills Sharp attention to detail.
• Capable time manager who works well under pressure and in a deadline-driven atmosphere.

Why You’ll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!