Performance Enhancement Specialist

Job Overview

This position is responsible for evaluating and improving the quality of customer support interactions. As a Quality Assurance Specialist, you will assess support interactions against established standards, utilizing both traditional methods and AI-powered QA tools.

Key Responsibilities:

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• 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.">

Requirements:

You should have 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) is required.

You should be knowledgeable with AI/ML model evaluation frameworks and benchmarks, including understanding model behavior and evaluation metrics.

You should be 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 is necessary.

Background in analyzing data of varying complexity; working knowledge of SQL is a plus.

You should be capable of supporting geographically dispersed teams across different time zones.

Understanding of basic business metrics and the impact of support on these metrics is essential.

You should have problem-solving capabilities to create effective strategies to improve support quality.

Experience communicating feedback and working knowledge of goal-setting practices are required.

You should be successful in managing simultaneous tasks requires considerable initiative and prioritization.

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community.

Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.