Quality Assurance Analyst

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate ambitious growth plans and an inclusive and outcomes-driven culture.

Exclaimer is a high-growth SaaS company with 300 colleagues across the UK US Europe and Asia-Pacific. We promote a people-first culture built on fairness inclusion psychological safety and continuous learning. As we evolve into a multi-channel platform for branded business communications we offer employees the opportunity to shape the future of global communicationwhile growing their careers in a culture where curiosity creativity and accountability thrive.

Were officially Great Place To Work Certified

Exclaimer has been recognised by Great Place To Work for our culture of collaboration trust and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work UK Great Place To Work USA

About the opportunity

The Quality Assurance Analyst will play a critical role in ensuring the consistency accuracy and quality of customer support interactions across Customer Operations with a strong focus on technical correctness and customer outcome efficacy. Working across all customer teams but rooted in a SaaS technical support environment this role requires engineer level understanding of troubleshooting Microsoft ecosystems and technical workflows. Through high volume QA audits (typically around 10% of total contact volume adjusted based on performance and tenure) the QA Analyst will generate deep insight into behaviours process adherence and the outcomes customers actually receive.

Alongside day to day auditing they will own core elements of operational reporting Auto QA oversight and continuous improvement. They will work closely with the relevant stakeholders to ensure QA findings translate into actionable change accurate documentation and targeted training. This is a hands on role for someone inquisitive analytical and comfortable working in a data heavy technical environment.

Key responsibilities

Quality Assurance Execution

• Conduct structured QA audits across all customer teams with a particular focus on Tech Support reviewing tickets troubleshooting steps case notes call recordings and chat transcripts.
• Work to ahigh volumesampling approach typically reviewing around 10% of total contacts while adapting QA frequency based on a risk model that considers factors such as performance and tenure.
• Assess technical accuracy adherence to troubleshooting standards and quality of customer experience.
• Evaluate customer outcome efficacy asking not only whether the documented process was followed but whether the outcome was genuinely the right one for the customer.
• Contribute to the development and refinement of QA scorecards to ensure theyremainrelevantfairand aligned with service expectations.
• Maintain objectivity and fairness through regular calibration sessions with the QA Manager and Customer leadership.
• Provide clearconstructiveand unambiguous feedback that is actionablesupportiveand aligned to behavioural expectations

Auto QA & LLM Oversight

• Support the implementation and ongoing management of the Auto QA system.
• Ensure automated scoring models target the correct interactions apply criteria accurately andoperatewithout bias.
• Handle appeals or challenges raised by agents or managers on Auto QA outcomes.
• Own the day-to-day LLM configuration for QA working with the QA Manager to improve accuracyreliabilityand transparency.
• Support the Quality Manager toidentifywhere Auto QA can reduce manual effort and where human reviewremainsessential.

Insight Reporting & Stakeholder Support

• Own andmaintainQA reporting producing weekly summaries monthly insightpacksand ad hoc deep dives.
• Build and enhance dashboards that provide visibility of quality performancepatternsand customer outcome trends.
• Combine QA data with operational metrics customersentimentand complaints trends toprovidejoined up insight.
• Work closely with the Customer Insights Analyst to ensure themes are understoodsizedand connected to the wider customer journey.
• Partner with the Training Manager to ensure QA insights translate into targeted trainingrefreshersand role specific development.
• Enable managers to act on QA data by explaining trendsprioritiesand underlying causes with clarity.

Continuous Improvement

• Own small scale local process improvementsidentifiedthrough QA work.
• Provide root cause analysis on recurring QA themes using insight to influence processdocumentationor workflow changes.
• Feed systemic or cross functional issues into Continuous Improvement workstreams partnering with Business Operations and Customer Insights.
• Suggest refinements to QA frameworks samplingstrategiesand audit approaches to keep them effective and aligned with business needs.

Documentation systems and tools

• Work with the Customer Insights Analyst to ensure customer journeys SOPs and process maps reflect current reality.
• Flag inconsistencies during QA reviews and work with stakeholders to resolve gaps or reduce ambiguity.
• Provide insight into where documentationfails toproduce the right customer outcomes informing updates or training.
• Administer and oversee the incentive mechanisms ensuring fairness and alignment with performance outcomes.
• Contribute to the development of QA dashboards and tools that make results transparent and actionable.
• Maintainproficiencyacross support platforms (e.g. Salesforce Zendesk) and internal reporting tools.

Skills knowledge and expertise

• Proven experience in quality assurance within a technical supportSaaSor operational support environment.
• Technical knowledge suitable for engineer level QA of troubleshooting and Microsoft based environments.
• Inquisitive and analytical mindset with a strong eye for patternsbehavioursand root causes.
• High attention to detail and consistent delivery ofaccurateassessments.
• Confident communicator able to translate QA findings into clear actionable insights.
• Comfortable working independently in a scaling environment where processes evolve quickly.
• Proficiencyin CRM/support platforms and strong data skills (Excel dashboards performance tools).
• Knowledge of quality assurance frameworks
• Experience supporting or contributing to Continuous Improvement initiatives.
• Familiarity with QA dashboards or reporting tools.
• Knowledge of quality assurance technologies.

At Exclaimer were proud to offer a benefits package that reflects our commitment to supporting you professionally personally and wherever life takes you.

At Exclaimer inclusion is more than a policy - its part of who we are.

Were proud to be an equal opportunity employer and welcome applications from people of all backgrounds experiences and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity race religion nationality age gender marital status disability neurodivergence caring responsibilities sexual orientation or gender identity. Were building a culture where everyone feels they belong and can thrive and wed love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process please email the team in confidence via to let us know.