About The Role
A Quality Assurance Specialist is responsible for assessing the quality of the performance of our Chat Support Agents who deal with our existing and potential users. The QA Specialist will monitor chat interactions to assess the support agents’ behavior, proactivity, accuracy, performance, and conformity to Deel’s policies and procedures.You will assist in developing, creating, and implementing the quality processes and procedures; as well as making recommendations for enhancements to training materials and knowledge base as needed to enhance the overall Deel customer experience.
Duties
- 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
Requirements
- 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 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 in a 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
