Quality Assurance Specialist

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeAssurance Full time $104,839 - $123,456

As a key member of our distributed Quality Assurance Team, you will play a crucial role in driving the transformation of how we provide support experience.

Key Responsibilities:
  • 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 engage in planning measurable milestones to address performance gaps impacting customer satisfaction, quality assurance, and Net Promoter Score.
  • 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 achieving outstanding product and service quality.
  • Strategic Partnership and Collaboration: Work alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve 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.

Required Skills and Qualifications:

  • 3+ years in quality assurance or customer experience analytics role in Tech or SaaS sector
  • Experience with QA platforms with AI integrations (e.g. MaestroQA, Zendesk QA, Playvox, Observe.AI , or similar)
  • Knowledgeable with AI/ML model evaluation frameworks and benchmarks, including understanding model behavior and evaluation metrics
  • Comfortable interpreting AI outputs and tuning models in collaboration with technical teams
  • Familiarity with fundamentals of AI/ML-driven tools such as speech/text analytics, sentiment detection, and interaction scoring
  • Background in analyzing data of varying complexity; working knowledge of SQL 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 capabilities to create effective strategies to improve support quality
  • Experience communicating feedback and working knowledge of goal-setting practices
  • Success in managing simultaneous tasks requires considerable initiative and prioritization

Benefits:

We believe in creating an inclusive environment where everyone feels welcome and valued. Atlassian offers a wide range of perks and benefits designed to support your personal and professional growth.

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