High-Performance Quality Assurance Specialist

21 hours ago

Iloilo City, Western Visayas, Philippines beBeeSpecialist Full time $100,000 - $120,000

Job Description:

We are seeking a dedicated professional to join our Quality Assurance Team as a specialist. In this role, you will be responsible for assessing support interactions according to established standards and utilizing both traditional methods and AI-powered QA tools.

The successful candidate will have a strong background in quality assurance or customer experience analytics, with experience working with QA platforms that integrate with AI. They will also possess excellent analytical skills, the ability to interpret AI outputs, and a willingness to learn and adapt to new technologies.

In addition to their technical expertise, the ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders. A strong understanding of business metrics and the impact of support on these metrics is also essential.

Key Responsibilities:

  • Evaluation and Monitoring: Assess support interactions according to established standards
  • Coaching and Mentoring: Provide constructive feedback, offer guidance, 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
  • 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, enhance processes, and recognize documentation opportunities
  • 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

Requirements:

  • 3+ years in quality assurance or customer experience analytics role in Tech or SaaS sector
  • Experience with QA platforms that integrate with AI
  • Excellent analytical skills and ability to interpret AI outputs
  • Strong communication and interpersonal skills
  • Ability to work effectively with cross-functional teams and stakeholders
  • Strong understanding of business metrics and the impact of support on these metrics

Benefits:

We offer a comprehensive benefits package, including health and wellbeing resources, paid volunteer days, and more. Our team is committed to supporting each other's growth and success, and we strive to create a positive and inclusive work environment.

About Us:

We believe that every team has the potential to achieve greatness. Our software products help teams all over the world collaborate and achieve their goals. We're passionate about creating a workplace where everyone feels valued, respected, and empowered to succeed.

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