Quality Assurance Analyst

19 hours ago

Mandaluyong City, National Capital Region, Philippines beBeeQuality Full time $90,000 - $110,000
Quality Assurance Specialist

We are seeking a Quality Assurance Specialist to join our team. In this role, you will be responsible for evaluating support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools.

  • Evaluation and Monitoring: Assess support interactions to ensure they meet established standards.
  • Coaching and Mentoring: Identify opportunities for growth and provide guidance to improve performance.
  • Analysis and Reporting: Conduct in-depth analyses of team and individual performance and share insights with leadership.
  • 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.
  • Content and Process Improvement: Identify training needs and enhance processes to improve outcomes.
  • Innovation and Continuous Improvement: Create scorecards and programs to maintain continuous progress toward achieving outstanding product and service quality.

Requirements:

  • 3+ years in quality assurance or customer experience analytics role in Tech or SaaS sector.
  • Experience with QA platforms with AI integrations.
  • Knowledgeable with AI/ML model evaluation frameworks and benchmarks.
  • 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.

Benefits:

We offer a wide range of perks and benefits designed to support you, your family, and help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits.

About Us:

We believe that the unique contributions of all our team members 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.

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