استخدام qa & process improvement specialist

توضیحات آگهی

As a QA Process Improvement Specialist you will build and run the quality assurance framework for Jibit s Support team You ll work closely with Support leads and with Product Operations and Finance teams to raise the quality of every customer interaction and turn quality data into real process improvements
This role requires strong analytical thinking a product mindset and the ability to see problems beyond the assigned task
Responsibilities
Build the Support QA framework including quality standards and evaluation forms for calls chats and tickets
Evaluate support interactions across all channels and run regular calibration sessions
Monitor SLAs and key support metrics and deliver weekly and monthly analytical reports
Identify recurring errors and trace their root causes across people process knowledge and product
Provide agents with clear actionable feedback and coaching
Identify training needs and contribute to training programs and new agent onboarding
Ensure support interactions follow security and financial procedures
Write and maintain SOPs response templates and the knowledge base
Turn recurring customer issues into evidence based insights for Product Operations Finance and Legal teams
Design corrective actions and measure their impact on errors repeat contacts and escalations
Help raise overall service quality across the Support team
Requirements
4 years of experience in customer support or customer experience including 2 years in QA or process improvement
Hands on experience evaluating calls chats or tickets and designing QA scorecards
Solid understanding of support metrics SLA FRT FCR CSAT escalation rate
Experience with calibration and root cause analysis
Strong proficiency in Excel or Google Sheets for analysis and reporting
Experience with ticketing systems or CRM tools
Strong written communication and process documentation skills
Product mindset ability to tell training issues apart from product issues
Ability to give constructive feedback that keeps the team engaged
Detail oriented and organized with respect for procedures and the drive to improve them the right way
Ability to manage parallel priorities without dropping ongoing work
Experience building a QA function from scratch
Experience in Fintech payment or B2B products
Experience with dashboards such as Looker Studio or Power BI
شرکت جیبیت Jibit
دسته بندی مهندسی صنایع و مدیریت صنعتی
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی مهم نیست
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها QA بهبود فرآیند Microsoft Excel
شهر تهران تهران