Nov 28, 2022
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Support Agents who deal with our existing and potential users. The QA will monitor chat interactions to assess the support agents’ behavior, proactivity, accuracy, performance, and conformity to Deel’s policies and procedures.
Why should you be part of Deel's success story?
A 30-mile hiring radius should no longer dictate how companies hire because great talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.
We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.
There’s never been a more exciting time to join Deel — the market leader in international payroll and compliance.
Duties
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Support Agents who deal with our existing and potential users. The QA will monitor chat interactions to assess the support agents’ behavior, proactivity, accuracy, performance, and conformity to Deel’s policies and procedures.
You will assist in developing, creating, and implementing the quality processes and procedures, as well as making recommendations for enhancements to training materials, knowledge base and product as needed to enhance the overall Deel customer experience. other teams
Review and conduct QA on support tickets against the set scorecard, providing feedback and improvement guidelines to agents
Review DSAT tickets and provide an overview of issues and improvement opportunities to team leads
Identify trends, patterns and gaps in agent, pod and overall Support performance and proactively communicate them to relevant POCs
Collaborate with Enablement, Training and pod managers to address and remedy trends or gaps detected on pod and Support levels
Collaborate with Team Leads to address and remedy trends and gaps on agent level
Support Team Leads in executing the Performance Improvement Plans
Requirements
You have 2-3 years of experience in a QA role (Tech or FinTech environment is a plus)
You have experience conducting KPI analysis, especially CSAT/DSAT
You have a strong focus on soft skills, possess excellent communication skills and know how to deliver feedback in a constructive way
You have ability to investigate complex issues to identify root causes and give both in-depth and high-level overviews, as well as improvement recommendations
You have an analytical mindset and can identify trends and patterns
You have a hard-work ethic, integrity, and a deep sense of accountability in managing your workload independently while maintaining high quality and volume of work output independently (Having worked before in an remote environment is a plus)
Nice to Have
Entrepreneurial experience at early or growth stage tech company
Experience working in FinTech or B2C SaaS
Passion for providing solutions for small businesses, independent contractors and freelancers
Strong working knowledge of or interest in tax and accounting solutions
Total Rewards
Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.
At Deel, you’ll enjoy:
A laptop required for this position will be delivered to your door, plus items of your choice from a selection of remote-working equipments available in your region (to be ordered through our service provider).
Stock grant opportunities for new hires, promotions, performance, and refresh
Flexible Paid Time Off
Parental leave
$100 per month Health and Wellness budget
$30 per month Learning and Development budget
Choose where you work with FlexWork. Work from your home, the beach, a Deel office, or the WeWork global membership program.
Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than a thousand self-driven individuals spanning over 75 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers.