Support Quality Analyst

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.**The Quality Support Analyst position is open to residents of Mexico and requires full English fluency.**Apollo.io is seeking for a Quality Support Analyst who will Assist the support team providing a world-class support experience, building enduring relationships by providing timely solutions for the customers by maintaining high standards of procedures and interactions.**Responsibilities**- **QA Monitoring**: Regularly monitor and evaluate customer support interactions to assess adherence to quality standards, including professionalism, accuracy, and adherence to the company policies and procedures.- **Performance Analysis**: Analyze customer support metrics and performance data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.- **Material creation**: Create IKBs and calibrations to help the department have standardized procedures.- **Training and Education**: Conduct training sessions for customer service representatives to enhance their skills in addressing dissatisfied customers and preventing future complaints.- **Feedback and Coaching**: Provide constructive feedback and coaching to customer support representatives based on QA evaluations, to improve individual performance and overall team effectiveness.- **Quality Standards Development**: Collaborate to develop and refine quality standards, guidelines, and best practices for customer support interactions.- **Process Improvement**: Identify opportunities to streamline workflows, enhance efficiency, and improve the quality of customer support operations through process optimization and automation- **Quality Reporting**: Prepare and distribute regular reports and dashboards summarizing QA findings, performance metrics, and improvement initiatives for the support team.- **Cross-functional Collaboratio**n: Collaborate with other departments such as Eng to address customer feedback, resolve issues, and ensure a cohesive and consistent customer experience across all touchpoints.**Skills**- Proactive mindset to solve issues and improve behaviors - Strong analytical and problem-solving skills with the ability to identify and address root causes effectively- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and empathetically- Proficient in data analysis and reporting tools- Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously- Customer-centric mindset and a genuine passion for delivering exceptional customer service- Ability to work independently and collaboratively in a team-oriented environment- Adaptability and flexibility to work in a fast-paced and dynamic customer service environment**Requirements**:- 2 years of experience as Support QA- 2+ years of experience in customer support or customer support & sales (cross sales, SDR, and similar), customer success, or similar;- Experience working in a fast-paced environment, while delivering high-quality work exceeding the goals- Working experience with Salesforce, Zendesk, and Intercom (or similar tools)- Experience working a set schedule, and managing their own time efficiently- Experience with Excel and other Microsoft/reporting tools- Experience with any auditing tool**We are AI Native**:Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.**Why You’ll Love Working at Apollo**:At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we **take extreme ownership** of our work, **move with focus and urgency**, and **learn voraciously** to stay ahead.We invest deeply in your growth, ensuring you have the resources, support, and autonomy to **own