Quality Assurance Consultant

Job description

### **The Joblogic Story** Established in 1998, **Joblogic** is the UK’s #1 **Field Service Management** (FSM) software platform. We are a global business with offices in the **UK**, **Pakistan**, and **Vietnam**. Since our management buy-out in 2013, we have grown from **~£500K** ARR to **~£35M+** ARR and expanded our team from 11 to 500+ people. Recently, we secured a strategic growth investment from **Vista Equity Partners** — a global technology investor specialising in enterprise software. This investment includes over **£100** million in new primary capital and will fuel our next phase of growth by accelerating our **AI-first roadmap**, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond. With **Vista’s** backing, we’re transforming from a successful UK business into a global scaling SaaS rocket ship, and we’d love for you to join us on our journey to **£100M** ARR across international markets. **Joblogic** provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over **100,000** users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms. 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗿𝗼𝗹𝗲: As a **Quality Assurance Consultant**, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment. 𝗪𝗵𝗮𝘁 𝗬𝗼𝘂𝗿 𝗠𝗮𝗶𝗻 𝗙𝗼𝗰𝘂𝘀 𝗪𝗶𝗹𝗹 𝗕𝗲: 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: - Maintain and develop internal support and call center quality standards. - Review a subset of support agents’ conversations (calls, emails, chat, etc.) - Assess support interactions based on internal standards. - Accompany evaluations with meaningful and constructive feedback. - Discuss and explain feedback with agents in regular meetings. - Analyze all customer service metrics and how the support team’s performance affects those KPIs. - Help agents improve their performance with specific instructions and constant support. - Map the need for training and onboarding programs and initiate these projects. - Monitor customer service performance on the agent and team level. - Create reports that reflect support performance. - Report support team’s performance to team leads and managers. - Participate in calibration sessions to maintain consistency in internal evaluations. - Contribute to the team culture in a positive manner. 𝗘𝘀𝘀𝗲𝗻𝘁𝗶𝗮𝗹 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀, 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝗻𝗱 𝗦𝗸𝗶𝗹𝗹𝘀: - Bachelor’s degree - Experience in the customer service space. - Proven track record of analytical skills. - Hands-on experience in quality assurance. - Great people skills and ability to communicate (negative) feedback. - Good organizational skills, knowledgeable in goal-setting practices. - Perception of basic business metrics and how support impacts those. 𝗡𝗶𝗰𝗲-𝘁𝗼-𝗛𝗮𝘃𝗲: - Experience of working within a Global Team. - Problem-solving capabilities to create meaningful strategies to improve support quality. 𝗛𝗶𝗿𝗶𝗻𝗴 𝗽𝗿𝗼𝗰𝗲𝘀𝘀: - 1st round: First Technical Interview with QAC Team Lead - Final round: Technical/Cultural Round with HOD 𝗥𝗲𝗺𝘂𝗻𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗽𝗮𝗰𝗸𝗮𝗴𝗲 𝗮𝗻𝗱 𝗯𝗲𝗻𝗲𝗳𝗶𝘁𝘀: - Market Competitive Salary – commensurate with your experience and abilities - Professional working environment with numerous opportunities for growth and self-development - Life Insurance & Medical Insurance (Including Family) - OPD - Provident Fund - Gym Facility - Maximum 45 Weekly Hours (Monday-Friday) - Remote Working (During Pandemic Situation) - Company trip - 29 Annual Leaves (Including Bank Holidays) - 8 Sick & uncapped Compassionate Leaves (As per Company Policy)