Quality Assurance Specialist, AMER

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Are you passionate about continuous improvement? Do you love pushing the boundaries on how QA work is done? If so, then please read on!We are looking for a Quality Assurance Specialist to work collaboratively with our Global Advocacy Operations Support Team in bringing new insights, identifying success metrics, and working continuously in improving our operational processes to drive customer happiness. As a QA Specialist, you will have the freedom to develop new initiatives and roll out new programs internally.

In this role, you'll get to:

• Monitor and analyze the interactions between our Customer Advocates and clients to ensure the quality of support
• Enable managers to provide feedback regarding performance, and identify any training requirements and mentoring that may be needed
• Initiate and schedule calibration sessions with Team Leads and Senior Customer Advocates to discuss trends, performance gaps, and recommendations based on Quality reviews and evaluations
• Collaborate with the Training Team to discuss training needs based on trends and performance
• Partner with one or more ops teams to perform quality audits, analysis, and reporting. Assesses and proactively recommends new tools, technologies, and workflow processes based on evolving department strategy and operational needs. Implements short-term (quarterly) QA projects. Collaborates with cross-functional stakeholders and teams to complete project milestones
• You will have the freedom to develop new initiatives and roll out new programs internally, so this role is exciting for someone who wants to push the boundaries on how QA is done

On your first day, we will expect that:

• You have a proven experience in either shared services or BPO industries with QA and operations exposure and possess a working knowledge of CRM platforms, and experience in conducting email, call, or chat monitoring using QA scorecards
• You complete the required number of assigned audits on a weekly basis and deliver ad-hoc analysis and project inputs within project timelines
• You have strong analytical skills and have the ability to analyze simple to complex data, able to develop and provide sound, evidence-based insights from the CSAT performance data and Quality evaluation insights through root cause analysis. Then, recommend action plans for Customer Advocate development, tooling, and process improvement
• You can prepare and craft Weekly and Monthly updates of Quality and CSAT reporting, then send out quality readouts and reports in a timely manner
• You possess a proven process and systems orientation, able to understand operational metrics and identify performance gaps and determine the root cause that affects metrics and performance issues
• You can rely on a combination of analysis, wisdom, experience, and judgment with making sound decisions, even in the absence of complete information
• You are an effective communicator able to convey ideas in a clear and concise manner and build positive relationships across teammates and organizational boundaries with a variety of personalities. Attentively listens to others and encourages the open expression of diverse ideas and opinions. Manages upward
• Shares feedback openly and effectively using the SBI model
• You are willing and able to work the night shift, with full support on the AMER team, both in Manila and Austin

It's also great if:

• You have advanced proficiency in MS Excel
• You have basic knowledge and familiarity with Tableau, a visual analytics platform
• You are knowledgeable about Atlassian products

More about our teamAt Atlassian, our mission is to advocate continuous improvement to unleash every team's full potential. Enabling Atlassian to scale and achieve operational quality, we're not done yet - we've moved beyond our standard methodologies to become the quality problem-solving team. We always look for the best ways to make valuable contributions, question assumptions, and focus on long-term solutions instead of short-term workarounds.Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.We believe that the unique contributions of all Atlassians 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.To learn more about our culture and hiring process, explore our Candidate Resource Hub.