Quality Assurance Specialist

Atlassian Taguig, National Capital Region, Philippines

Working at Atlassian: Atlassians can choose where they work – in an office, from home, or a combination of the two. This is a remote position, and interviews and onboarding are conducted virtually as part of a distributed-first company. Our office is in Manila, but we offer flexibility for eligible candidates to work remotely anywhere in the Philippines.

Your future team: The Quality Assurance Team plays a crucial role in driving innovation, automation, and data-driven analysis to shape the right behaviors and empower teams. We are replacing outdated manual processes with scalable, AI-enhanced quality programs to improve experiences for customers and advocates. As a Quality Assurance Specialist, you will report directly to the Quality Assurance Team Lead.

Responsibilities include embracing innovation, automation, and data-driven practices to drive high-quality support experiences and scalable QA programs.

• Evaluation and Monitoring: Assess support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools.
• Coaching and Mentoring: Identify opportunities for growth, provide constructive feedback, offer guidance or mentorship, and help create actionable improvement plans.
• Analysis and Reporting: Conduct in-depth analyses of team and individual performance, share insights with leadership, and plan measurable milestones to address performance gaps impacting CSAT, QA, and CES.
• Learning and Development: Design and lead training sessions focused on quality practices.
• Quality Management: Participate in calibration sessions to ensure consistent rating across various issue types in all support channels.
• Content and Process Improvement: Identify training needs, enhance processes, and recognize documentation opportunities while collaborating with cross-functional teams to drive improvements.
• Innovation and Continuous Improvement: Create scorecards, activities, and programs to maintain continuous progress toward outstanding product and service quality.
• Strategic Partnership and Collaboration: Work with peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and outcomes.
• AI and Machine Learning: Validate and fine-tune AI models (e.g., sentiment analysis, keyword detection, interaction scoring) to ensure accurate and consistent scoring.

• 3+ years in quality assurance or customer experience analytics in Tech or SaaS sectors.
• Experience with QA platforms with AI integrations (e.g., MaestroQA, Zendesk QA, Playvox, Observe.AI, or similar).
• Knowledge of AI/ML model evaluation frameworks and benchmarks, including understanding model behavior and evaluation metrics.
• Ability to interpret AI outputs and tune models in collaboration with technical teams.
• Familiarity with AI/ML-driven tools such as speech/text analytics, sentiment detection, and interaction scoring.
• Background in analyzing data of varying complexity; SQL knowledge is a plus.
• Capable of supporting geographically dispersed teams across different time zones.
• Understanding of basic business metrics and the impact of support on these metrics.
• Problem-solving skills to create effective strategies to improve support quality.
• Experience communicating feedback and knowledge of goal-setting practices.

At Atlassian, a wide range of perks and benefits supports you, your family and your engagement with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits.

At Atlassian, we aim to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. All information will be kept confidential according to EEO guidelines. We can support accommodations at any stage of the recruitment process. For more on our culture and hiring process, visit go.atlassian.com/crh.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: Software Development

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Locations and recency: Manila, Quezon City, Pasig, and other areas in the National Capital Region, Philippines.