Quality Assurance Analyst (Austin)

Quality Assurance Analyst

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 :

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 :

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.

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.