The Role
Audits Level 1 technical support calls and emails for accuracy, compliance, and customer service quality. Escalates critical errors, tracks individual and team performance metrics, identifies trends, advises operations on QA standards, and supports workflow improvement projects. Provides objective coaching and feedback while helping leadership enhance service quality and client experience.
Summary Generated by Built In
🚢 Discover OneOcean:
OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group.
Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions.
At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world.
🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance.
🔍 Why Join OneOcean Crew?
- Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships.
- Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024.
- Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation.
🧭 Navigating the position: Quality Assurance Specialist
This role is a strategic step for top performers looking to transition from direct support into leadership and analytical paths. As a QA Specialist, you will directly influence our service quality, protect business interests, and help coach your peers toward technical and professional excellence.
🚢 Your Voyage Ahead:
- Evaluate Support Quality: Monitor inbound calls and email responses from Level 1 Technical Support Specialists to check for technical accuracy and customer service quality.
- Identify Risks: Detect critical red flags or fatal errors during audits and immediately escalate them to Upper Management to protect the business and our clients.
- Analyze & Track Data: Compile performance metrics at both individual and team levels, identifying compliance trends to share with leadership.
- Provide Operational Guidance: Serve as the go-to resource for the operations team regarding QA protocols, guidelines, and evaluation criteria.
- Streamline Workflows: Collaborate with leadership on assigned projects aimed at optimizing workflow efficiency and upgrading the overall client experience.
🚢 Recommended to Bring on Board:
- Current Role Experience: Proven track record of high performance in your current role with consistent adherence to company policies.
- Technical Eye: Strong understanding of our Level 1 Technical Support systems, tools, and troubleshooting protocols.
- Analytical Skills: Ability to spot patterns in communication data and translate evaluation scores into actionable feedback.
Core Values Alignment:
- Customer-Driven: Laser-focused on problem-solving and the final client experience.
- Empathy: An excellent listener who builds trust and reviews peer work fairly.
- Efficiency: Proven ability to manage time, prioritize tasks, and deliver fast results.
- Communication: Exceptional verbal and written communication skills for delivering clear, objective feedback.
About
OneOcean is transforming the future of maritime intelligence. Born from the integration of LR OneOcean and Ocean Technologies Group, we unite decades of maritime expertise with cutting-edge digital innovation under one powerful brand. Our comprehensive portfolio spansLearning, Fleet Operations, Compliance, Voyage Planning, and Performance Management— trusted by thousands of maritime professionals worldwide. By connecting ship and shore, people and data, we help organisations operate more safely, efficiently, and sustainably through real-time intelligence and predictive insights. We are part of Lloyd’s Register (LR) a global leader in marine and offshore engineering, technology, and digital solutions. With over260 years of trust, integrity, and leadership at sea, LR supports more than30,000 vessels worldwide. Together, OneOcean and LR combine the agility of innovation with the strength of a world-renowned institution, driving digital transformation and shaping a more connected, sustainable maritime industry.
Skills Required
- Proven high performance in the current role
- Consistent adherence to company policies
- Strong understanding of Level 1 technical support systems, tools, and troubleshooting protocols
- Ability to identify patterns in communication data and translate evaluation scores into actionable feedback
- Strong analytical skills
- Exceptional verbal and written communication skills
- Ability to manage time and prioritize tasks effectively
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The Company
What We Do
Ocean Technologies Group is a provider of maritime-focused human capital management and operational solutions. It offers a comprehensive library of e-learning, training, and assessment tools for seafarers, built on brands like Seagull Maritime and Videotel. The company aims to help ship operators achieve safety and operational excellence through digital learning, assessment, and fleet management software, supporting professionals globally in the maritime sector.
