Quality Assurance Analyst

2 tygodni temu

Bydgoszcz, Kujawsko-Pomorskie, Polska Relativity Pełny etat

Posting Type
Remote

Job Overview
The Quality Assurance Analyst is responsible for executing ongoing audits of customer interactions across multiple channels, ensuring that our Account Support team maintains high service standards. This role is crucial in maintaining data accuracy, identifying coaching opportunities, and supporting process improvements that drive customer satisfaction and operational efficiency. They will work closely with the Senior QA Analyst and Support Managers to conduct evaluations, track performance trends, and contribute to the continuous improvement of the department.

As part of a newly established Quality Assurance function within Success Operations and Education, this role presents a unique opportunity to support meaningful improvements and influence best practices from the ground up. The ideal candidate will have strong attention to detail, a problem-solving mindset, and an enthusiasm for process improvement to help evolve the function over time.

Job Responsibilities

  • QA Evaluations: Conduct monthly quality reviews of customer interactions (tickets, calls, feedback, etc.) for technicians in Product Support as a core component of technician performance evaluation.
  • Agent & Team Feedback Loop: Assist in preparing coaching materials and agent feedback summaries to share identified knowledge gaps, skill deficiencies, and coaching opportunities. Flag emerging issues in customer interactions (i.e. knowledge gaps or customer sentiment).
  • Update QA Data and Reporting: Track and maintain QA reporting, analyzing trends in ticket accuracy, adherence, and efficiency.
  • Maintain QA Processes: Assist in the documentation of QA processes and updates to scorecards as needed. Work collaboratively with the Senior QA Analyst to implement process improvements and insights.
  • Other duties as assigned, per the needs of the business.

Minimum Qualifications

  • 1-2 years experience in Customer Support, Quality Assurance, or a related role.
  • Basic understanding of QA methodologies, scoring, and performance evaluation.
  • Intermediate knowledge of Salesforce.
  • Strong attention to detail when reviewing support interactions.
  • Ability to compile reports, track trends, and escalate key findings.
  • Excellent communication skills, both written and verbal, to communicate with Support managers.
  • Highly organized, able to manage multiple reviews and reporting tasks.
  • High degree of emotional intelligence for navigating sensitive conversations.

Preferred Qualifications

  • 2+ years of experience in Customer Support or Quality Assurance.
  • Experience with a SaaS or subscription-based software company with a customer support team.
  • Understanding of ticketing workflows, customer escalations, and support best practices.
  • Basic data analysis and reporting skills (Excel, Tableau, or Power BI).
  • Interest in process improvement and willingness to contribute to QA enhancements.
  • Collaborative and team-oriented problem-solving mindset.

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless of how you identify.

Benefit Highlights

  • Comprehensive health, dental, and vision plans.
  • Parental leave for primary and secondary caregivers.
  • Flexible work arrangements.
  • Two, week-long company breaks per year.
  • Unlimited time off.
  • Long-term incentive program.
  • Training investment program.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between the following values:
88,000 and 132,000 PLN.
The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

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