Innovative Quality Expert

At Atlassian, we're committed to unleashing the potential of every team. Our goal is to make what may be impossible alone, possible together through effective collaboration.

This role plays a crucial part in driving transformation within the Customer Advocacy team as we redefine how we provide the best-in-class support experience.

The Quality Assurance Team is at the forefront of innovation, automation, and data-driven analysis to shape the right behaviors and empower teams to do their best work.

• 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 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 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.

This role requires 3+ years of experience in quality assurance or customer experience analytics in the Tech or SaaS sector.

Candidates should have experience with QA platforms featuring AI integrations (e.g., MaestroQA, Zendesk QA, Playvox, Observe.AI, or similar).

A strong understanding of AI/ML model evaluation frameworks and benchmarks, including knowledge of model behavior and evaluation metrics, is essential.

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.

Ability to analyze data of varying complexity, with working knowledge of SQL being a plus.

Capacity to support 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.

Atlassian offers a wide range of perks and benefits designed to support you, your family, and to help you engage with your local community.

Our offerings include health and wellbeing resources, paid volunteer days, and so much more.

To learn more, visit go.atlassian.com/perksandbenefits.

At Atlassian, we believe that the unique contributions of all Atlassians create our success.

We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process.

Simply inform our Recruitment team during your conversation with them.