Customer Support Quality Assurance Analyst

Customer Support Quality Assurance Analyst

Location

Global

Type

Full time

Department

OperationsSupport & Services

Who we are and what we do

Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than two thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the success of Deel’s platform. We deliver the best products and platform features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

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.

After our successful Series D in 2021, we raised another $50M last year, doubling our valuation to $12B.

There’s never been a more exciting time to join Deel the market leader in international payroll and compliance.

About the Role

A Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Chat 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 and knowledge base as needed to enhance the overall Deel customer experience.

Duties

• 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
• Work on root cause analysis
• 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, FinTech or HR environment is a plus)
• You have experience conducting KPI analysis, especially CSAT/DSAT
• You have experience in root cause analysis
• You have experience in working on product and process improvements in collaboration with teams like Product and Operations
• 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)

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:

• Computer equipment applicable to your role
• Stock grant opportunities
• Additional perks and benefits based upon your employment status and country
• The ability to choose where you work whether it be your home, the beach, or a WeWork