Quality Assurance Analyst

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are the key to achieving this mission. That’s why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done. 

The work you’ll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you.

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future. 

About the position:  

At Globalization Partners we’re in high-growth mode- we've doubled in size this year plan to continue this pace for the next five years. Given our aggressive charter, we’re looking for a Quality Assurance Analyst who thrives in a fast-paced environment. Growth is in our mandate, and we need people to do it. Our culture is renowned, and our goal is to build it and keep it! The Quality Assurance Analyst will work in our Global Operations team, reporting into the Quality Assurance Manager, and will be responsible for monitoring and documenting team performance in support of our departmental goals and objectives. The Quality Assurance Analyst will review team interactions and data with both internal and external stakeholders for accuracy and support the success in executing superior quality and service, following our world class key principles.  

What you’ll do:  

• Monitor customer service and support interactions to ensure accuracy, professionalism, and adherence to company guidelines. 
• Utilize tools like Intercom and Zendesk to assess customer interactions, providing valuable feedback for continuous improvement. 
• Conduct regular audits of customer interactions, identifying areas for improvement and providing detailed reports to relevant teams. 
• Collaborate with HR teams to enhance processes, streamline workflows, and improve the overall professional experience. 
• Generate detailed reports on service quality, customer satisfaction, and HR process effectiveness.
• Analyze data to identify trends, areas for improvement, and opportunities for enhancing service delivery and employee engagement. 

What we’re looking for:  

• Minimum 2 years of experience performing quality assurance audits for customer service teams 
• Extremely strong attention to detail while remaining highly organized 
• Possesses problem-solving and analytical skills, while understanding the importance of delivering exceptional customer service 
• Experience working across multiple departments and levels in a global company, preferred experience with Salesforce, Zendesk and or any QMS such as Gong
• You are capable of and can facilitate clear, productive, and empathetic communication (both verbal and written in English)  
• Passionate about what you do, enthusiastic, self-motivated with a strong work ethic
• Disciplined approach to daily activity planning, setting goals and achieving success
• Ability to take direction, be coached and mentored 
• The ability to focus, prioritize, and manage time effectively. 
• The ability to understand the current priorities/regulatory compliance of the organization, and maintains adherence to those guiding principles
• Proficient with Microsoft Office (intermediate Word, intermediate excel) 

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