QA Analyst

About The Company

At The Knot Worldwide, we are passionate about celebration and creating meaningful moments for our users around the globe. Our commitment to fostering a vibrant, inclusive, and innovative environment is reflected in our dedication to our employees’ growth and well-being. We believe that our people are the cornerstone of our success, and we strive to cultivate a culture that promotes collaboration, creativity, and continuous learning. With a global presence and a focus on delivering exceptional experiences, we empower our teams to dream big, love our users, and make a positive impact in the communities we serve. Our flexible work model, comprehensive benefits, and commitment to diversity and inclusion make The Knot Worldwide an inspiring place to build your career.

About The Role

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 position is vital in developing and executing a scalable QA program tailored for our Sales, Account Management, and Customer Support teams. The primary focus of this role is to ensure compliance with sales policies, enhance adherence to sales methodologies such as SPICED, and elevate the overall customer experience. Reporting directly to the QA Manager, you will play a critical role in establishing, evaluating, and reporting on sales interactions, identifying areas for improvement, and implementing solutions that drive revenue growth and customer satisfaction. This role offers a unique opportunity to build processes from scratch, collaborate cross-functionally with Enablement, Sales, Business Operations, and RevOps, and contribute to the strategic development of our quality assurance initiatives. Your insights and efforts will directly influence sales performance, operational efficiency, and customer engagement at scale.

Qualifications

• 3+ years of experience in Quality Assurance within a sales or service environment, with a focus on sales processes
• Proven experience in designing, implementing, or improving QA processes in a fast-paced or evolving environment
• Strong understanding of sales methodologies, preferably SPICED, and customer experience best practices
• Proficiency with Gong and Salesforce or similar tools for data analysis and monitoring
• Excellent data analysis skills with the ability to interpret trends and generate actionable insights
• Exceptional verbal and written communication skills, capable of delivering constructive feedback effectively
• Highly detail-oriented, organized, and process-driven
• Ability to operate independently, proactively identify issues, and develop solutions in a remote setting

Responsibilities

• Partner with the QA Manager to design, implement, and continuously improve a scalable QA framework tailored for sales, account management, and customer support teams
• Conduct detailed audits of customer interactions such as calls and emails to assess adherence to legal compliance, sales methodologies, and customer experience standards
• Leverage tools like Gong and Salesforce to generate, analyze, and interpret data, identifying trends and root causes for performance gaps
• Maintain and enhance QA dashboards and scorecards to track performance metrics and progress over time
• Provide direct, constructive feedback to sales representatives on individual interactions to support ongoing development
• Collaborate with sales managers, enablement teams, and other stakeholders to translate QA insights into actionable coaching and process improvements
• Identify process gaps and recommend solutions to optimize the QA framework and sales workflows
• Assist in documenting corrective actions and follow-up steps for non-compliance issues

Benefits

• Flexible remote work environment with support for virtual collaboration and intentional in-person gatherings
• Comprehensive health, dental, and vision insurance plans
• Generous paid time off, including flexible vacation and parental leave
• Employee wellness programs focusing on mental, physical, and financial well-being
• Opportunities for professional development and career growth
• Engaging company events and initiatives that foster community and connection
• Access to global office spaces in key locations including New York, London, Dublin, and more

Equal Opportunity

At The Knot Worldwide, we are committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or veteran status. We believe that diverse perspectives and backgrounds strengthen our team and enable us to better serve our global community.