Quality Assurance Specialist

Overview

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, a part of being a distributed-first company.

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.

Responsibilities

In this role, you will:

• Review support interactions between Advocates and customer/partners based on a set internal quality standards (email/chat/call, etc)
• Identify growth opportunities in Advocate performance and provide constructive feedback for improvement
• Conduct regular coaching sessions to discuss and explain feedback and help create action plans
• Participate in calibration sessions to achieve rating consistency on different issue types
• Schedule monthly sessions with Team Leads to discuss trends, areas for growth, and recommendations based on Quality reviews and customer feedback
• Create reports that reflect customer service metrics such as Internal Quality, CES, CSAT, etc
• Perform deep-dive analysis with the help of a Senior Quality Assurance Specialist and offer suggestions to address performance gaps
• Recognize training needs, process enhancement, and documentation opportunities based on trends
• Develop initiatives, activities, and programs to build continuous momentum toward achieving exceptional customer experience
  
  
  

Qualifications

Your background:

• 3+ years of hands-on experience in quality assurance in the customer service industry
• Ability to support geographically dispersed teams in different timezones
• Background in analyzing simple to complex data, graphs, trends
• Understanding of basic business metrics and how support impacts those
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Experience communicating (negative) feedback and working knowledge of goal-setting practices
• Success in working on simultaneous tasks requiring considerable initiative and prioritization
  
  
  

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh .