QA Specialist

A 30-mile hiring radius should no longer dictate how companies hire because exceptional 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 in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

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 in a 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. 

 

Some things you’ll enjoy

Provided computer equipment tailored to your role

Stock grant opportunities dependent on your role, employment status and location

Additional perks and benefits based on your employment status and country

The flexibility of remote work, including WeWork access where available