Quality Analyst

Ready to be a Titan?

Our Quality Assurance team sits within the Enablement organization and is responsible for ensuring our customer facing associates provide high quality experiences to our customers. The QA team reviews and scores customer interactions, including but not limited to phone calls, emails, and chats, to ensure quality standards are met. As a key member of the Quality Assurance team, you will play an integral role in identifying quality trends, conducting root cause analysis, and partnering with key stakeholders to improve quality performance. The QA team is responsible for evaluating customer and prospect interactions across Sales and Post-Sales functions, but this role will have a heavy focus on the GSS org. 

What you’ll do:

• Complete 100% of daily quotas for audits as assigned

• Maintain functional area subject matter expertise by studying workflows & staying abreast of product, workflow, and individual contributor (IC) expected behaviors 

• Utilize/help establish rubrics to conduct evaluations of customer multi-channel interactions

• Develop and present actionable quality reports, dashboards, and trend summaries for functional area stakeholders, highlighting evaluation results against standards

• Partner with Enablement Managers and functional area stakeholders to align Quality Programs with business needs and drive continuous improvements to QA processes and functional area performance

• Manage & perform multi-functional, ad hoc Smart Evaluations (QSE) and analysis                         

• Facilitate stakeholder meetings

• Support the ongoing execution of the GSS Quality Program, including call library contributions, calibrations, quarterly rubric and scorecard reviews, playbook development and maintenance, Gong and Talkdesk evaluations, and execution of established business partner engagement models

• Train new hire functional ICs, Managers, Supervisors, and Enablement team members on Quality programs as needed

• Ongoing utilization & contributions to AI tools (ie. Coach GPT, Claude, Gemini, Gong AI tools)

• Working Hours: 1pm - 10pm AMT (strong asynchronous communication skills required)

What you’ll need:

• Bachelor’s degree

• Proficiency in Google Sheets

• Advanced attention to detail and analytical skills, with the ability to evaluate interactions for accuracy, compliance, and adherence to established protocols

• Strong facilitation, written and verbal communication and relationship management skills

• Ability to interpret data, identify trends, uncover root causes, and translate insights into actionable recommendations

• Curiosity and eagerness to learn, including adapting to evolving AI capabilities and thinking outside the box

• Self-starter who works independently, adapts quickly, and maintains a positive, collaborative attitude

• Strong ethical commitment to ensuring audit results and feedback are fair, objective, and free from personal bias

• ServiceTitan Customer Support tenure of 1+ years

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 
Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.

• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.