Key Performance Quality Analyst

7 days ago

Dumaguete, Central Visayas, Philippines beBeeQuality Full time ₱1,800,000 - ₱2,300,000

At Atlassian, we prioritize flexibility and work-life balance. Our team members can choose where they work – whether in an office, from home, or a combination of the two. This allows us to support our personal goals and priorities.

We are a distributed-first company, conducting interviews and onboarding virtually. As such, this role is remote, allowing you to work from anywhere.

Our Future Team

The Customer Advocacy team is transforming how we deliver exceptional support experiences. The Quality Assurance Team plays a key role in driving this transformation, leveraging innovative QA practices to make a meaningful impact on a larger scale.

Joining the Quality Assurance Team means embracing innovation, automation, and data-driven analysis to shape behaviors and empower teams to excel. We focus on replacing outdated manual processes with scalable quality programs that improve experiences for customers and advocates alike.

As a Quality Assurance Specialist, you will report directly to the Quality Assurance Team Lead.

  • Assessment and Monitoring: Evaluate support interactions according to established standards using traditional methods and AI-powered QA tools.
  • Coaching and Mentoring: Identify growth opportunities, provide constructive feedback, offer guidance, and 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.
  • 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.

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