AI-Powered Quality Assurance Expert
18 hours ago
This role involves driving innovation and transformation as the company evolves to lead in the AI era. The Quality Assurance Team plays a crucial role in providing the best-in-class support experience, and this position is at the forefront of this change.
The Quality Assurance Specialist will report directly to the Quality Assurance Team Lead and be responsible for evaluating support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools.
Key responsibilities include:
- Evaluation and Monitoring: Assess support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools.
- 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.
- AI and Machine Learning: Validate and fine-tune AI models (e.g., sentiment analysis, keyword detection, interaction scoring) to ensure accurate and consistent scoring.
The ideal candidate will have 3+ years of experience in quality assurance or customer experience analytics in the Tech or SaaS sector, with experience working with QA platforms and AI integrations. Knowledge of AI/ML model evaluation frameworks and benchmarks is also essential.
The company offers a range of benefits and perks designed to support employees, including health and wellbeing resources, paid volunteer days, and more. To learn more about these offerings, visit go.atlassian.com/perksandbenefits.
About the Company
The company is 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.
We believe that the unique contributions of all employees 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. All your information will be kept confidential according to EEO guidelines.
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