Quality Analyst - Technical Support

About Reputation

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner , a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified™ as a Great Place to Work , reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why Work at Reputation?

Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.

Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Our Mission : Help businesses always know what their customers are saying about them and always act on that feedback.

Role Overview :

Our Technical Support team plays a critical role in helping our customers get the most out of the platform, and we are seeking a QA, Tech Support to scale quality across every interaction.

As Quality Analyst, Tech Support, you will support accuracy, consistency, and customer experience across our Technical Support team. You will apply QA frameworks, help maintain quality standards, and provide clear, actionable feedback that contributes to consistent, high-quality support experiences aligned with our product and brand values. You will partner with peers and managers to share quality insights, highlight improvement opportunities, and reinforce a culture of excellence in every customer interaction.

Responsibilities :

QA Program Support : Apply QA Frameworks and scorecards to evaluate technical support interactions, ensuring alignment with quality standards, tone and support KPIs.

Audit Support Interactions : Review tickets, chats, and calls to evaluate process adherence, product accuracy, empathy, and resolution quality and effectiveness; provide clear and consistent evaluations.

Scorecard Management : Complete QA evaluations accurately and on time, supporting leadership with the results needed for coaching and performance conversations.

Feedback and Coaching Support : Share constructive, actionable feedback and collaborate with Managers on coaching plans to drive individual and team improvement.

New Hire QA Reviews : Conduct QA checks for new hires during their first 90 days and provide timely and actionable feedback to employees and leadership.

Trend Identification : Track QA results to identify recurring quality gaps, training needs, or customer pain points. Share insights with leadership to drive continuous improvement.

Documentation Accuracy : Review support documentation and knowledge base articles to ensure accuracy and usability. Flag gaps, errors, or outdated material for correction.

Process Monitoring : Monitor QA processes to ensure they are followed consistently across the Support organization.

Quality Reporting : Publish QA dashboards, CES trends, and insights to stakeholders including Support Leaders, Product Managers, and Global Leadership.

Support Readiness : Participate in new feature launches to align support readiness with QA objectives (training, documentation, and QA rubrics).

Additional duties as assigned.

Qualifications :

Knowledge of customer support metrics (QA, CSAT, CES, FCR, etc.) and experience using QA tools.

Strong attention to detail with the ability to identify errors, gaps, or inconsistencies in support interactions.

Experience with modern support platforms (Salesforce Service Cloud, Zoom Phones, Aisera, Omnichannel, etc.).

Clear written and verbal communication skills with the ability to provide constructive feedback.

Organized and above to manage multiple QA reviews, meet deadlines and follow established QA processes.

A collaborative mindset with a focus on improving customer and support employee experiences.

Hybrid work schedule : 2 days in office on Tuesday and Wednesday (subject to change)

Ability to thrive in a fast-paced, 24 / 7 support environment with global team members.

Preferred :

Experience working with clients in reputation management, martech, or multi-location industries (e.g., retail, healthcare, automotive)

Exposure to customer escalations, change management, and process rollouts across geographies.

Familiarity with support tooling integration, e.g., Agentforce console, Salesforce, Jira, ChurnZero.

Knowledge of AI / ML trends in support quality and agent-assist tooling.

When you join Reputation, you can expect :

Flexible working arrangements.

Career growth with paid training tuition opportunities.

Active Employee Resource Groups (ERGs) to engage with.

An equitable work environment.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

At Reputation, we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

Additionally, we offer a variety of benefits and perks, such as :

Health Insurance & Wellness Benefits : Group Health Insurance : Medical Insurance with floater policy of up to 10,00,000 for employee + spouse + 2 dependent children + 2 parents / parent-in-laws

Maternity Benefits : Medical insurance up to 75,000 INR, 26 weeks of leave for birth, adoption or surrogacy

Life Insurance : Insurance at 3x annual cost to the company (Term Insurance, GPA)

Accident / Disability Insurance : Insured at 3x base salary for permanent total disability, permanent partial disability and temporary total disability (GPA)

OPD : of 7500 per annum per employee

Leaves

10 Company observed holidays a year (Refer to the Holiday Calendar for the Year)

12 Casual / Sick leaves (Pro-rata calculated)

2 Earned Leaves per Month (Pro-rata calculated)

4 Employee Recharge days (aka company holiday / office closed)

Maternity & Paternity (6 months)

Bereavement Leave (10 Days)

Car Lease :

Reputation is offering a Car Lease Program that allows employees to lease a car with no upfront cost or down payment. They benefit from a fixed monthly lease rental and 20-30% tax savings.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Applicants only - No 3rd party agency candidates.