Duties
- Coach and guide QA specialists to improve professionally
- Monitor team productivity and self-efficiency with projects
- Collaborate with other teams to improve QA professionalism
- Quality check specialist tickets to ensure accuracy in their tickets and resolutions
- Identify the internal process-related gaps within the QA team and create efficient ways to fill those gaps
- Identify QA-related gaps within other teams, communicate with the relevant POCs and QA lead to find proper solutions
- Collaborate with other teams to improve productivity in QA
- Handle the reporting of QA-related metrics to other teams; POCs and enablement
- Oversee data responsibility and serve as POC within the QA team to measure productivity
- Perform administrative tasks to ensure smooth communication within the team such as looking after QA-owned spreadsheet maintenance, PIP, DSAT, CSAT, etc.
- Serve as POC for tracking all evaluations within the whole Support team
- Monitor attendance and schedule-related issues within the QA team
Requirements
- You have 2-3 years of experience in a QA role (Tech, FinTech or HR environment is a plus). Experience in lead roles preferred.
- 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 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 an remote environment is a plus)
Total RewardsOur 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.At Deel, you’ll enjoy:
- Computer equipment applicable to your role
- Stock grant opportunities
- Additional perks and benefits based upon your employment status and country
- The ability to choose where you work whether it be your home, the beach, or a WeWork
