Developer Support Quality Analyst

Job Description

T3 Developer Support Quality Analyst

Work Type: Content Review

Sub-worktype: Apps - Developer Appeals

TP is looking for skilled Application Developer Support Quality Analysts to support our technology client at our [LOCATION] site. The ideal candidate will have extensive experience supporting technical end-users with troubleshooting and policy adherence.

Responsibilities

• Monitor and report agents interactions and overall team level quality, conduct calibration, perform fraud and compliance audits
• Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives
• Investigate escalations of inaccurate decisions to understand the root cause(s) and implement corrective steps to improve quality
• Track team reporting, present audit findings, provide feedback and coaching to agents to improve quality
• Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans
• Define and update quality frameworks to match the workflows
• Provide instant feedback for correction and keep an eye on recurring quality issues

Teams Responsibilities

• Take complex issues and simplify them to create succinct summaries over email, ticketing software, and chat to clearly communicate with Developers and/or teammates.
• Conduct research with high attention to detail and advanced comprehension skills. Be comfortable with multi-tasking and complex decision-making.
• Be an expert communicator who masters the app store's policies and exhibits developer (end-customer) empathy.
• Review, maintain, and curate data. Proofread and review documents suitable for publishing

Required Experience

• Should have solid understanding of workflow, tools used for providing services
• Experience working as an Agent in similar workflows
• 3+ years of relevant experience
• BA/BS degree (In lieu of degree, 2 years relevant work experience)
• Experience in written communication customer-facing processes with strong analytical, troubleshooting, and problem-solving skills
• Knowledge of Google's developer platforms (Google Play, Chrome Web Store, etc.).
• Experience with Google suite and complex policies
• Understand technical concepts/terms (APIs, APKs, ARM, Bootloader, Doze, Fragmentation, NFC, etc.)
• Ability to manage multiple competing priorities in a fast-paced, rapidly changing environment
• Excellent written and verbal communication skills
• Will be required to master policy, proven through test/certification

Required Soft Skills

• Collaboration Skills: Being a strong leader and team player is critical to this role, youll be working as part of a team and collaborating with other teams.
• Strong organizational skills: Have oversight of the queues, cases and escalations in an organized way to manage potential quality issues.
• Developer Empathy: Understand the developer's point of view on issues and make decisions weighing all parameters.

Contact - **, [email protected]

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