Process Quality Enhancement Specialist

2 weeks ago

Porac, Philippines beBeeImprovement Full time $90,000 - $120,000
Job Description">

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We're on a mission to make every team's work more fulfilling and efficient. As a Quality Assurance Specialist, you'll play a crucial role in driving this transformation by working with our innovative QA team.

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As a key member of the Quality Assurance Team, your responsibilities will include:

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  • Evaluation and Monitoring: Utilize traditional methods and AI-powered QA tools to assess support interactions according to established standards.">
  • Coaching and Mentoring: Identify opportunities for growth, provide constructive feedback, offer guidance or mentorship, 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 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.">
  • Content and 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.">

Requirements include 3+ years of experience in quality assurance or customer experience analytics in Tech or SaaS sector, familiarity with AI/ML model evaluation frameworks, knowledge of basic business metrics, problem-solving capabilities, and effective communication skills.

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Benefits include a wide range of perks and benefits designed to support you and your family, such as health and wellbeing resources, paid volunteer days, and more.

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Our company is dedicated to fostering an inclusive environment where everyone feels valued and empowered to contribute their best work.

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Atlassian offers a supportive community that values diversity, equity, and inclusion.

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Learn more about how we can support you at go.atlassian.com/perksandbenefits.

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