Quality Assurance Specialist

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, as part of being a distributed-first company.
Your future team
At Atlassian, being part of the Quality Assurance Team is more than overseeing the delivery of legendary experience to our customers and partners across all support channels. We help create strategies that shape right behaviors and empower people to do their best work.
As a Quality Assurance Specialist, you will report directly to the Quality Assurance Team Lead. Your primary responsibility will be to uphold coaching standards aimed at improving service quality, performance, and the overall experience for customers and partners. Using your expertise in quality assurance, coaching, support, or sales, you will identify gaps and opportunities for improvement within our current coaching methodology. Additionally, you will contribute to the development of strategies that foster a culture of coaching and continuous learning, all while ensuring adherence to company policies and internal quality standards.
In this role, you will:

• Evaluation and Monitoring: Review support interactions using a QA scorecard
• Coaching and Mentoring: Identify growth opportunities, provide feedback, guidance, and mentorship based on findings, and help create a plan for quality improvement.
• Analysis and Reporting: Perform deep-dive analyses of team and individual performance, share findings with leadership, and participate in planning measurable milestones to address performance gaps that affect CSAT, QA, and CES
• Learning and Development: Develop and facilitate training sessions on quality practices
• Quality Management: Participate in calibration sessions to achieve rating consistency on different issue types across all support channels
• Content and Process Improvement: Recognize training needs, product or process enhancement, and documentation opportunities based on audits and customer feedback
• Innovation and Continuous Improvement: Develop scorecards, activities, and programs to build continuous momentum toward achieving exceptional product and service quality
• Collaboration: Partner with peers, leadership, and other teams to identify gaps, and develop solutions to improve the business

Your background:

• Have 3+ years of hands-on experience in quality assurance within shared services, BPO, or customer service industry
• Experience conducting structured feedback sessions using varying coaching techniques and comprehensive knowledge of goal-setting methodologies (e.g: SMART, GROW, etc)
• Familiarity with the seven basic quality tools; proficient in analyzing trends and assessing performance using data aggregation and visualization tools (e.g: Tableau, Looker Studio, Google Chart)
• Can develop insights-driven action plans to address individual or team performance gaps
• Success in managing simultaneous tasks requiring considerable initiative and prioritization
• Flexibility to support geographically dispersed teams in different timezones

If you have these skills, even better:

• Experience using Artificial Intelligence (AI) tools in automating or augmenting QA processes
• Experience with Billing and Licensing
• Sales experience