Quality Assurance Specialist

We’re more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe that success comes from balance and authenticity. When you’re thriving, you’re unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.

We love to work together and collaborate within our teams, which is why we have opted for a hybrid model that allows us to work from the office 2–3 times per week.

This role is dedicated to ensuring Gen support interactions are reaching the desired quality and boosting successful engagement rates, primarily through monitoring and providing coaching and feedback to respective support teams. You will be focusing on the quality of support of our internal support teams, on the effectivity of our support systems and tools, you will be collaborating on global QA related initiatives, and you will be given the opportunity to come up with continuous improvement activities that will have positive impact on our support environment, both internal and global. 

Responsibilities:

- Collaborate with team members, deliver tasks on time, and provide regular updates to stakeholders.

- Monitor and evaluate support interactions to ensure quality standards, including tracking QA scores and NPS trends.

- Suggest improvements to meet global standards and lead quality improvement projects.

- Maintain open communication with teams and calibrate QA processes with partners.

- Capture customer feedback and drive positive changes.

- Perform NPS analysis and report results to management.

- Identify and resolve unethical practices and optimize QA tools/processes.

Qualifications: 

- Bachelor’s Degree or equivalent experience.

- 3+ years in global support centers and QA roles.

- Exceptional customer service, communication, and problem-solving skills.

- Proficiency in English (C1); other languages are a plus.

- Skilled in MS Office, Windows OS; familiarity with macOS, iOS, and Android.

- Strong analytical, organizational, and multitasking abilities.

Benefits:

- Annual bonus scheme.

- Unlimited PTO (paid time off) and flexible working hours.

- Opportunity to join a major global tech company listed on the S&P 500.

- Chance to learn and work with the best in the Digital Security industry.

- Cafeteria points provided by Benefit Plus (meal plan, pension insurance, travel, free time activities, multisport card, and more).

- Tuition reimbursement for job-related courses.

- Learning and Development plan.

- Sustainable home improvement bonus.

- Mac/Windows laptop and mobile phone.

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.