Deel

QA Specialist, Operational Excellence

Deel

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

Junior

Tech Stack

CloudSQL

About the role

  • Conduct regular audits of customer-facing and operational tasks to ensure compliance with established quality standards.
  • Analyze and produce data and performance metrics to identify trends and areas for improvement within operational processes.
  • Manage audited teams and their evaluations independently and responsibly from top to bottom.
  • Provide timely feedback and coaching to operational teams based on audit findings.
  • Collaborate with your audited team POC to develop and implement quality improvement initiatives on processes or products.
  • Document and maintain quality assurance procedures and guidelines for operational tasks.
  • Support the training of new team members on quality standards and processes.
  • Investigate and address customer complaints or issues related to operational quality.
  • Identify team or global process, agent and experience gaps
  • Generate and present reports on quality performance to management on a regular basis.
  • Participate in the development and execution of process improvement projects.
  • Stay informed about industry best practices and process requirements related to operational quality.

Requirements

  • Bachelor’s degree or equivalent work experience.
  • 1+ year experience in quality assurance or operations, especially in areas like payments, HR, payroll, or mobility.
  • Strong analytical skills with experience using spreadsheets, Looker, and SQL to identify opportunities for improvement.
  • Excellent communication skills (verbal and written) and ability to collaborate effectively across teams.
  • Detail-oriented with a focus on accuracy.
  • Knowledge of quality management systems and methodologies.
  • Self-motivated with a problem-solving mindset.
  • Passionate about customer satisfaction and user experience.
  • Continuous learner, staying updated on industry trends.
  • Experience with Zendesk, Jira, Looker, or the Deel platform is a plus.
  • Experience in a global SaaS company is preferred.