ID 2024-25093

Location

BR-SP-Sao Paulo

Category

Customer Support

Position Type

Regular

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

We are seeking a highly skilled and motivated Senior Support Quality Program Analyst to join our team. Working closely with support delivery management and vendor operations, this role will drive consistency and quality for our customers. You will have an impact on the overall strategy and design of the program. In this role, you will be responsible for driving the quality and effectiveness of our customer support operations. Your primary focus will be to enhance the customer experience when they contact support by analyzing performance metrics, identifying areas for improvement, and implementing strategic initiatives.

This position is an individual contributor role reporting to the Sr. Strategy & Operations Manager.

Responsibility

• Develop and implement quality assurance standards and processes to ensure a consistent and high-quality customer experience
• Monitor the performance of the quality assurance program, provide insight to support leadership on trends, issues, and risks
• Prepare and conduct regular programmatic reviews and reporting
• Administer quality assurance tool (Genesys), and reporting
• Facilitate quality assessment calibration sessions with internal and vendor stakeholders with assessment/audit responsibility
• Assess and provide recommendations on front line policies and procedures
• Investigate systemic issues uncovered by quality audits, perform root cause analysis, and participate in resolution of these issues in partnership with support delivery management
• Conduct audits of completed quality assessments to ensure the consistency of the quality assurance program and provide actionable recommendations
• Collaborate with cross-functional teams to develop and roll out new initiatives aimed at improving customer satisfaction and support efficiency
• Track the success of implemented programs and continuously optimize them based on feedback and performance data

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• BS/BA degree or equivalent experience
• 5+ years of experience in customer support quality assurance program management, or customer support roles, with a focus on driving customer experience improvements
• 8+ years of experience in customer support or customer experience
• Experience with Salesforce, and Google Sheets, Slides, and Docs (or microsoft office equivalents)

Preferred

• Familiarity with Genesys including quality, routing and telephony
• 5+ years of experience with SaaS customer support
• Advanced Excel or Google Sheets skills (e.g. handling large volumes of data, lookups, conditionals)
• Experience manipulating and reporting data from data visualization tools (e.g. Salesforce CRM Analytics, Tableau, etc.)
• CX quality management certification

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Share on your newsfeed