Assurance Specialist

This role is ideal for an individual who is passionate about delivering exceptional customer experiences.

We are seeking a skilled Quality Assurance Specialist to join our team. As a member of this team, you will play a crucial role in driving business growth through innovation and data-driven analysis.

• You will be responsible for assessing support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools.
• You will identify opportunities for growth, provide constructive feedback, offer guidance or mentorship, and help create actionable improvement plans.
• You will 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.
• You will design and lead training sessions focused on quality practices.
• You will participate in calibration sessions to ensure consistent rating across various issue types in all support channels.
• You will identify training needs, enhance processes, and recognize documentation opportunities while collaborating with cross-functional teams to drive improvements.
• You will create scorecards, activities, and programs to maintain continuous progress toward achieving outstanding product and service quality.
• You will work alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve outcomes.
• You will validate and fine-tune AI models (e.g., sentiment analysis, keyword detection, interaction scoring) to ensure accurate and consistent scoring.

To succeed in this role, you should have:

• At least 3 years of experience in quality assurance or customer experience analytics in the 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.
• Ability 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.

We offer a flexible work arrangement, allowing employees to choose where they work – whether in an office, from home, or a combination of the two. This flexibility helps support employees' family, personal goals, and other priorities.

The company can hire people in any country where it has a legal entity. Interviews and onboarding are conducted virtually due to being a distributed-first company. This is a remote position.

As Atlassian evolves to lead in the AI era, the Customer Advocacy team is redefining how it provides the best-in-class support experience. The Quality Assurance Team plays a crucial role in driving this transformation by working to make a meaningful impact on a larger scale through innovative QA practices.

Joining the Quality Assurance Team means embracing innovation, automation, and data-driven analysis to shape the right behaviors and empower teams to do their best work. The team focuses on replacing outdated manual processes with scalable, AI-enhanced quality programs that improve experiences for both customers and advocates.

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