Quality Assurance Analyst

The Knot Worldwide

  • Washington DC
  • Permanent
  • Full-time
  • 7 days ago
WHAT WE DO MATTERS:At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We're united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.ABOUT THE ROLE AND OUR TEAM:We are seeking a proactive and analytical Sales Quality Assurance (QA) Analyst to join our newly established Quality Assurance function within the U.S.-based Revenue Organization. This mid-level role will be instrumental in co-creating and implementing the QA program across our Sales teams, focusing on driving compliance, enhancing sales methodology adherence, and improving overall customer experience.Reporting to the QA Manager, you will play a critical role in establishing, evaluating, tracking, and reporting on the results of sales policy and guideline adherence. This is a unique opportunity for a motivated individual to contribute significantly to building processes from scratch, identifying areas for improvement, and directly impacting revenue performance and customer satisfaction. You will work closely with the QA Manager and cross-functionally with Enablement, Sales, Business Operations, and RevOps to ensure exceptional and compliant interactions at scale.
RESPONSIBILITIES:
  • QA Program Development & Execution: Partner with the QA Manager to design, implement, and evolve a scalable QA framework specifically for TKWW's Sales, Account Management and Customer Support teams. This includes developing new processes and contributing to program strategy from the ground up.
  • Quality Monitoring & Analysis: Conduct in-depth audits of customer interactions (calls, emails, etc.) for adherence to legal compliance, sales methodology (e.g., SPICED), and overall customer experience standards.
  • Data-Driven Insights: Leverage tools like Gong and Salesforce to generate, interpret, and compile data to identify trends, root causes, and areas for improvement. Contribute to maintaining and evolving QA dashboards and scorecards.
  • Feedback & Process Improvement: Provide direct, constructive feedback to sales representatives on individual interactions. Collaborate with the QA Manager to translate QA insights into actionable recommendations for sales managers (for coaching efforts), Enablement, and other frontline leaders to improve sales techniques and customer engagement.
  • Autonomy & Problem Solving: Proactively identify process gaps and opportunities for optimization within the sales QA framework, recommending and contributing to the implementation of solutions.
  • Documentation: Assist in documenting next steps and the execution of corrective actions associated with non-compliance of sales policies.
SUCCESSFUL CANDIDATES HAVE:
  • 3+ years of experience in Quality Assurance within a sales or service environment, with a strong emphasis on sales.
  • Proven experience contributing to or building QA processes, ideally in a fast-paced or evolving environment.
  • Solid understanding of sales methodologies (SPICED preferred) and customer experience best practices.
  • Proficiency with Gong and Salesforce is preferred.
  • Strong data analysis skills with the ability to interpret trends and derive actionable insights.
  • Exceptional verbal and written communication skills, capable of delivering direct feedback effectively and collaborating with various stakeholders.
  • Highly detail-oriented, process-driven, and organized.
  • Comfortable operating with autonomy and proactively problem-solving in a remote-first environment.
WORK MODEL:This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged.At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!WHAT WE LOVE ABOUT YOU:You Dream Big. You iterate and experiment to drive innovation.You Love Our Users. You keep our global community at the center of everything you do.You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.You Hustle Every Day. You favor urgency and own your outcomes.You Win Together. People are at the heart of our success and you play as a team.WHAT YOU LOVE ABOUT US:We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.Together@TKWW is our approach to hybrid work. It's designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.
  • For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
  • For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.
To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.--US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW's legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW's legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our . If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.

The Knot Worldwide