Quality Assurance Analyst

At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.
Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
About The Role
As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!
PitchBook’s Customer Support team provides direct customer support via phone, email, and chat to existing PitchBook clients. As a Quality Assurance Associate, Customer Support your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility to help develop and maintain a complete QA program that ensures our customers are getting the best experience every time.
Primary Job Responsibilities

Establish and refine internal standards for support quality assurance
Review a selection of support team members’ interactions across various channels (calls, emails, chats, etc.)
Evaluate support engagements against predetermined quality benchmarks
Provide team members with constructive feedback and guidance during regular meetings
Engage in dialogue with team members to elaborate on and clarify feedback
Analyze customer service metrics (e.g., CSAT) and their correlation with support team performance
Devise strategies to enhance support KPIs
Assist in enhancing team member performance through targeted guidance and ongoing support
Identify training and onboarding needs and work with the team to spearhead relevant initiatives
Monitor customer service performance at both individual team member and team levels
Generate comprehensive reports reflecting support performance
Communicate support team performance findings to upper management
Participate in calibration sessions to ensure consistency in internal evaluations
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested
Skills And Qualifications

Bachelor’s degree
1+ years of experience in a customer service role
Demonstrated proficiency in analytical abilities
Prior experience with CRM systems (Salesforce and Dynamics), SAML/SSO, SQL/Snowflake, and Microsoft Excel a plus
Practical experience in quality assurance procedures
Strong interpersonal skills, including adeptness in delivering constructive feedback
Effective organizational skills and familiarity with goal-setting methodologies
Evidence of skill in data visualization and understanding of support metrics
Understanding of fundamental business metrics and their relationship with support operations
Problem-solving acumen to devise impactful strategies for enhancing support quality
Have excellent verbal and written communication skills with a keen eye for detail
Interested in financial markets or services, particularly private equity and venture capital
Ability to operate with a strong sense of urgency and deliver results
Have terrific prioritization skills to high call volume in parallel with project work
Team player with the desire to try new ideas in order to achieve greater levels of success
Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily
Must be authorized to work in the United States without the need for visa sponsorship now or in the future
Benefits + Compensation at PitchBook:
Physical Health

Comprehensive health benefits
Additional medical wellness incentives
STD, LTD, AD&D, and life insurance
Emotional Health

Paid sabbatical program after four years
Paid family and paternity leave
Annual educational stipend
Ability to apply for tuition reimbursement
CFA exam stipend
Robust training programs on industry and soft skills
Employee assistance program
Generous allotment of vacation days, sick days, and volunteer days
Social Health

Matching gifts program
Employee resource groups
Subsidized emergency childcare
Dependent Care FSA
Company-wide events
Employee referral bonus program
Quarterly team building events
Financial Health

401k match
Shared ownership employee stock program
Monthly transportation stipend
Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.
Compensation

This position is non-exempt and paid a salary of $81,000-$81,000
Target annual bonus percentage: 7.5%
Working Conditions
At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can’t be replicated remotely. This role is expected to be in the office 5 days a week.
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.