Customer Experience Innovator

About Us:

We are a forward-thinking organization, fostering collaboration and teamwork to achieve excellence in customer support. Our goal is to provide an exceptional experience for our customers by leveraging innovative quality assurance practices.

As part of our team, you will play a crucial role in shaping the future of quality management. Your contributions will have a direct impact on improving customer satisfaction, driving business growth, and enhancing the overall quality of our services.

Job Description:

Our Quality Assurance Specialist will be responsible for:

1. Evaluation and Monitoring: Assessing customer interactions to ensure they meet our high standards, utilizing both traditional methods and AI-powered QA tools.
2. Coaching and Mentoring: Identifying opportunities for growth, providing constructive feedback, offering guidance or mentorship, and creating actionable improvement plans.
3. Analysis and Reporting: Conducting in-depth analyses of team and individual performance, sharing insights with leadership, and engaging in planning measurable milestones to address performance gaps impacting CSAT, QA, and CES.
4. Learning and Development: Designing and leading training sessions focused on quality practices.
5. Quality Management: Participating in calibration sessions to ensure consistent rating across various issue types in all support channels.
6. Content and Process Improvement: Identifying training needs, enhancing processes, and recognizing documentation opportunities while collaborating with cross-functional teams to drive improvements.
7. Innovation and Continuous Improvement: Creating scorecards, activities, and programs to maintain continuous progress toward achieving outstanding product and service quality.
8. Strategic Partnership and Collaboration: Working alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve outcomes.
9. Ai and Machine Learning: Validating and fine-tuning AI models (e.g., sentiment analysis, keyword detection, interaction scoring) to ensure accurate and consistent scoring.

Required Skills and Qualifications:

• 3+ years of experience 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)
• 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
• Success in managing simultaneous tasks requires considerable initiative and prioritization

Benefits:

We offer a wide range of perks and benefits designed to support your well-being, professional growth, and community engagement. Our offerings include health and wellbeing resources, paid volunteer days, and so much more.

About Us:

We believe that every team member brings unique perspectives and experiences that contribute to our success. We strive to foster an inclusive environment where everyone feels valued and empowered to grow. Atlassian offers competitive compensation packages, flexible work arrangements, and a supportive team culture that promotes work-life balance.

Join Our Team:

We are committed to attracting and retaining top talent who share our passion for innovation and customer satisfaction. If you are a motivated and results-driven individual looking to make a meaningful impact, we encourage you to explore this opportunity further.

Contact Us:

To learn more about this role or to express your interest, please reach out to us at [insert contact information]. We look forward to connecting with you