QA Excellence Leader

2 days ago

Baguio City, Cordillera, Philippines beBeeQuality Full time $100,000 - $150,000

Job Opportunity for Quality Assurance Professional

We are seeking a talented and experienced Quality Assurance Specialist to join our team. The ideal candidate will have a strong background in quality assurance and customer experience analytics, with expertise in QA platforms and AI integrations.

Key Responsibilities:

  • Assess support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools
  • Identify opportunities for growth, provide constructive feedback, offer guidance or mentorship, and help create actionable improvement plans
  • 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
  • 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
  • Identify training needs, enhance processes, and recognize documentation opportunities while collaborating with cross-functional teams to drive improvements
  • Create 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 (e.g., sentiment analysis, keyword detection, interaction scoring) 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)
  • 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

Benefits:

  • Health and wellbeing resources
  • Paid volunteer days
  • Perks and benefits designed to support you, your family and to help you engage with your local community

About Our Company

We believe that the unique contributions of all team members 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.

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.

If you are a motivated and experienced Quality Assurance professional looking for a new challenge, please submit your application today

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