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 detail-oriented and analytical Quality Analyst to join our team. In this role, you will be responsible for monitoring and evaluating the quality of interactions between our customer support representatives and our customers across various channels (phone, email, chat, etc). Your insights and feedback will be crucial in ensuring adherence to our quality standards, identifying areas for improvement, and ultimately enhancing overall customer satisfaction.

This position is an individual contributor role reporting to the Lead Support Quality Program Manager

Responsibilities:

• Audit customer interactions (emails, chats, calls, etc.) based on predefined quality standards, procedures, and compliance guidelines
• Accurately score interactions using established quality monitoring forms/rubrics and provide clear, objective documentation of evaluation findings
• Provide constructive, actionable feedback derived from quality audits to support representatives and/or their managers to drive performance improvement
• Identify and analyze trends in expert performance, customer feedback, and process adherence at individual, team, and department levels
• Compile and distribute regular quality performance reports to stakeholders, highlighting key findings, trends, and areas needing attention
• Participate actively in calibration sessions with other quality analysts, team leaders, and trainers to ensure evaluation consistency and fairness
• Based on audit findings, identify opportunities to improve customer service processes, training materials, and quality standards
• Work closely with Training, Operations, and other relevant departments to align quality initiatives with overall business objectives and expert development needs
• Stay updated on best practices in customer service and quality assurance methodologies

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

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:

• 2+ years of experience in a Quality Assurance/Analyst role within a customer support or contact center environment
• Strong understanding of contact center operations, metrics (e.g., CSAT, AHT, FCR), and quality assurance principles
• Excellent listening, analytical, and critical thinking skills with exceptional attention to detail
• Proven ability to provide objective, constructive, and effective feedback
• Strong written and verbal communication skills
• Proficiency in using standard office software (e.g., Microsoft Office Suite, Google Workspace)
• Experience working with CRM systems (e.g., Salesforce) and Quality Monitoring software/platforms (e.g., Qualtrics, NICE, Verint, Calabrio, Scorebuddy)
• Ability to work independently, manage time effectively, and meet deadlines
• High level of integrity and discretion in handling sensitive information

Preferred:

• BA/BS Degree or equivalent work experience
• Familiarity and experience with Qualtrics quality management
• 5+ years of experience with SaaS customer support
• CX quality management certification
• Experience facilitating calibration sessions

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois and Colorado: $X/hour - $X/hour or $X - $X base salary

Washington, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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