Senior QA Expert

3 days ago

Tarlac City, Central Luzon, Philippines beBeeQuality Full time $90,000 - $140,000
Job Title: Quality Assurance Specialist

 

Job Description:

We are seeking a highly skilled and motivated Quality Assurance Specialist to join our team. The successful candidate will be responsible for evaluating support interactions, identifying areas for improvement, and providing constructive feedback to team members.

Key Responsibilities:

  • Evaluate support interactions using established standards and AI-powered QA tools
  • Identify opportunities for growth and provide constructive feedback to team members
  • Conduct in-depth analyses of team and individual performance and share insights with leadership
  • Design and lead training sessions focused on quality practices
  • Participate in calibration sessions to ensure consistent rating across various issue types in all support channels
  • Collaborate with cross-functional teams to drive improvements and recognize documentation opportunities
  • Develop scorecards, activities, and programs to maintain continuous progress toward achieving outstanding product and service quality
  • Work alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve outcomes
  • Validate and fine-tune AI models to ensure accurate and consistent scoring

Requirements:

  • 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

Perks and Benefits:

At Atlassian, 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 so much more.

About Us:

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet, and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

Equal Opportunities:

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

Accommodations and Adjustments:

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.

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