Feb 20, 2023
A Quality Assurance Analyst (QA) is in charge of evaluating the effectiveness of our Chat Support Agents, who interact with both current and future users. The QA will keep an eye on chat exchanges to evaluate the support agents' performance, correctness, proactivity, and compliance with our policies and procedures. You will help in establishing, constructing, and putting into practice the quality processes and procedures. You will also provide suggestions for improvements to the knowledge base and training materials as needed to improve our customers' overall experience.
Review and conduct QA on support tickets against the set scorecard, providing feedback and improvement guidelines to agents
Review DSAT tickets and provide an overview of issues and improvement opportunities to team leads
Work on root cause analysis
Identify trends, patterns and gaps in agent, pod and overall Support performance and proactively communicate them to relevant POCs
Collaborate with Enablement, Training and pod managers to address and remedy trends or gaps detected on pod and Support levels
Collaborate with Team Leads to address and remedy trends and gaps on agent level
Support Team Leads in executing the Performance Improvement Plans
You have 2-3 years of experience in a QA role (Tech, FinTech or HR environment is a plus)
You have experience conducting KPI analysis, especially CSAT/DSAT
You have experience in root cause analysis
You have experience in working on product and process improvements in collaboration with teams like Product and Operations
You have a strong focus on soft skills, possess excellent communication skills, and know how to deliver feedback in a constructive way
You have the ability to investigate complex issues to identify root causes and give both in-depth and high-level overviews, as well as improvement recommendations
You have an analytical mindset and can identify trends and patterns
You have a hard-work ethic, integrity, and a deep sense of accountability in managing your workload independently while maintaining high quality and volume of work output independently (Having worked before in a remote environment is a plus)
Total Rewards
Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.
Computer equipment applicable to your role
Stock grant opportunities
Additional perks and benefits based on your employment status and country
The ability to choose where you work whether it be your home, the beach, or a WeWork