Offer summary

Qualifications:

3+ years of experience in Customer Support Quality Assurance or a related role., Strong understanding of QA methodologies, performance metrics, and audit frameworks., Excellent communication skills, both written and verbal, with the ability to present complex information clearly., Strong analytical skills to analyze trends in agent performance and provide actionable insights..

Key responsabilities:

Conduct monthly quality reviews of customer interactions for technicians in Product Support.

Optimize and manage systems for QA evaluations, including scorecards and performance metrics.

Create a systematic feedback process between QA and Product Support leadership to identify knowledge gaps and coaching opportunities.

Facilitate communication with various teams to provide QA insights and advocate for process improvements.

Job description

Posting Type

Remote

Job Overview

The Quality Assurance Senior Analyst supervises the quality, consistency, and effectiveness of the service delivered by our customer-facing teams. This role is responsible for developing, implementing, and refining QA processes to uphold high service standards, supervising internal procedures to ensure compliance, and enhancing the overall technician and customer experience. Core responsibilities will include conducting in-depth audits, analyzing performance trends, and providing strategic recommendations to improve agent performance and operational efficiency.

As part of a newly established Quality Assurance function within Success Operations and Education, this role presents a unique opportunity to shape foundational processes, drive meaningful improvements, and establish best practices from the ground up. The ideal candidate will have a strong background in Quality Assurance and will thrive in a dynamic environment, bringing a mix of strategic thinking, adaptability, and execution skills to help define and evolve the function over time.

Job Description and Requirements

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.

Standardize QA Processes: Optimize and manage systems for review including but not limited to QA scorecards, rubrics, and performance metrics. Develop clear calibration processes to ensure objectivity for QA evaluations across teams.

Data Insight Generation: Serve as the primary subject matter expert for the creation and execution of Quality Assurance reporting and analysis, including standardized reports on a daily, weekly, and monthly basis from various inputs (Salesforce, Calabrio, etc). Leverage in-depth data analysis to identify trends and patterns and provide actionable insights for internal stakeholders.

Agent & Team Feedback Loop: Create a systematic feedback process between QA and Product Support leadership to share identified knowledge gaps, skill deficiencies, and coaching opportunities.

Cross-Functional Collaboration: Facilitate communication with various teams (support, learning, product, etc.) to provide QA insights into the customer experience, provide an effective feedback loop, and drive operational excellence. Leverage these forums to advocate for process improvements that will ultimately enhance the overall customer experience

Mentorship & Leadership: Act as a mentor for junior-level colleagues, guiding their development and involvement in key initiatives.

Other duties as assigned, per the needs of the business.

Travel Requirement: Requires up to 10% travel for remote employees (outside of Krakow)

Minimum Qualifications

3+ years experience in Customer Support Quality Assurance or a related role

Strong understanding of QA methodologies, performance metrics, and audit frameworks

Intermediate knowledge of Salesforce

Experience conducting quality evaluations across multiple support channels (email, phone, feedback)

Strong analytical skills with the ability to analyze trends in agent performance and provide actionable insights and recommendations

Excellent communication skills, both written and verbal, can present complex information clearly and concisely.

Demonstrated ability to work cross-functionally and collaborate with multiple stakeholders.

High degree of emotional intelligence for navigating sensitive conversations

Preferred Qualifications

4+ years of experience in Quality Assurance, Customer Support Operations, or Process Improvement.

Experience with a SaaS or subscription-based software company with a customer support team

Intermediate knowledge of Confluence/Atlassian documentation

Experience delivering expert data insights to various levels of the organization, including senior leadership

Demonstrated ability to build and optimize QA standards and procedures

Comfortable working in a fast-paced, data-driven environment with developing and evolving processes

Desire to mentor and coach junior-level colleagues

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 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 following values:

114 000 and 172 000PLN

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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