Qa Analyst (Customer Experience)
hace 1 día
Alicante
ph3Role Overview /h3 pTimeleft is on a mission to fight loneliness by bringing strangers together through shared experiences, connecting people across 200+ cities in 52 countries. Behind every dinner, every match, and every message is a Customer Experience team making sure people feel safe, heard, and looked after — increasingly supported by AI as we scale. /p pAs our QA Analys, you’re the objective eyes on quality across Customer Support and Trust Safety, covering both human agents and AI‑assisted responses. You review interactions, score them against clear standards, run calibration sessions, and turn what you find into trends and improvements that raise the bar across the team. Your work directly shapes how much our community can trust every interaction they have with Timeleft. /p h3Quality Assurance (Human) /h3 ul liConduct regular ticket quality reviews across Customer Support and Trust Safety, assessing tone, accuracy, policy adherence, and resolution quality. /li liScore and document reviews consistently, maintaining clear QA scorecards and records (target QA review rate ≥5% of transactions). /li liHold regular calibration sessions with the Managers and Team Leads to agree scoring standards, and periodically re‑check past reviews to keep their own scoring consistent over time. /li /ul h3Quality Assurance (AI) /h3 ul liReview the quality of AI‑assisted and automated responses across support and moderation, assessing accuracy, tone, policy adherence, and appropriateness. /li liIdentify and flag AI errors, incorrect tagging, hallucinations, or unsafe outputs, and feed them back to the CX leadership to improve prompts, automation rules, and safeguards. /li liTrack AI response quality over time as automation scales, helping ensure it stays trusted and reliable. /li /ul h3Insight Coaching Support /h3 ul liSurface coaching opportunities, quality trends, and recurring risk patterns to Team Leads and Managers. /li liTranslate individual reviews into patterns that inform training, content, and process improvements. /li /ul h3Collaboration /h3 ul liContribute to macro improvements by flagging gaps found in reviews and drafting updates. /li liSupport wider enablement and operations initiatives as needed. /li liOptionally handle a small number of live tickets to stay close to the real work. /li /ul h3Expected Outcomes /h3 ul liHuman and AI interaction quality is measured consistently and improves over time, with reliable tone and decision‑making. /li liAI‑assisted responses are monitored, trusted, and continuously improved through clear quality feedback. /li liTeam Leads and CX leadership have a clear, evidence‑based view of quality trends and coaching needs. /li liQuality insights translate into concrete improvements in coaching, content, and process. /li /ul h3Skills Competencies /h3 ul liHighly detail‑oriented and quality‑focused, with sound judgement on tone and policy. /li liComfortable assessing both human and AI‑generated responses against clear standards. /li liStrong written English and the ability to give clear, structured, constructive feedback. /li liAble to spot patterns across many interactions and translate them into useful insight. /li liOrganised, consistent, and comfortable working to defined standards and frameworks. /li liCollaborative and proactive. /li /ul h3Required Experience /h3 ul li2–3+ years in Customer Support or Customer Experience. /li liExperience in Quality Assurance or quality review within a support environment. /li liFamiliarity with Zendesk. /li liExposure to AI‑assisted support or moderation tools is a plus. /li liStrong fluency in English required. /li /ul /p #J-18808-Ljbffr