Quality Assurance Specialist

9 hours ago


Amman, Amman, Jordan Deel Full time
{"title": "Quality Assurance Specialist at Deel", "description": "About the Role

We are seeking a highly skilled Quality Assurance Specialist to join our team at Deel. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality of our support processes and identifying areas for improvement.

Key Responsibilities
  • Review and conduct quality assurance on support tickets against a 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 to identify trends, patterns, and gaps in agent, pod, and overall Support performance
  • Collaborate with Enablement, Training, and pod managers to address and remedy trends or gaps detected on pod and Support levels
  • Support Team Leads in executing Performance Improvement Plans
Requirements
  • 2-3 years of experience in a QA role, preferably in a Tech, FinTech, or HR environment
  • Experience conducting KPI analysis, especially CSAT/DSAT
  • Experience in root cause analysis and working on product and process improvements in collaboration with teams like Product and Operations
  • Strong focus on soft skills, excellent communication skills, and ability to deliver feedback in a constructive way
  • Ability to investigate complex issues to identify root causes and give both in-depth and high-level overviews, as well as improvement recommendations
  • Analytical mindset and ability to identify trends and patterns
Total Rewards
  • Competitive pay and benefits package
  • Stock grant opportunities
  • Additional perks and benefits based on employment status and country
  • Flexible work arrangements, including the ability to choose where you work
", "lang_code": "en-US"}

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