Senior Associate of Support Operations, Gemini

• Experience in Quality Assurance: Proven track record of at least 3–5 years in quality assurance within a customer support environment
• Analytical Skills: Strong attention to detail, ability to analyze performance metrics, identify trends, and provide actionable insights to improve quality and agent performance
• Collaboration Skills: Proven ability to lead and drive cross-functional projects, fostering alignment and collaboration across teams to achieve continuous improvement and operational excellence
• Communication Skills: Excellent written and verbal communication skills, including experience providing feedback to support associates and presenting actionable recommendations to leadership
• Process Improvement: Experience maintaining and refining established QA processes, with a proven ability to adapt methodologies to evolving business needs
• Customer-Centric Mindset: A strong commitment to delivering exceptional customer experiences and fostering a culture of quality and excellence
• Technical Proficiency: Comfortable using QA tools, Excel/Google Sheets, support ticketing systems, and data analysis software to monitor and report on QA performance

Desirable

• As the Quality Senior Associate, you will be responsible for maintaining and enhancing Gemini’s established quality assurance (QA) processes, ensuring they continue to support world class customer experiences
• In addition, you will drive the expansion of the QA program to other customer facing teams, fostering a consistent standard of excellence across the organization
• This role will involve refining existing processes, developing new methodologies to meet evolving business needs, and collaborating with cross functional stakeholders to ensure alignment and impact
• Your work will play a critical role in identifying opportunities for growth, ensuring quality consistency, and driving continuous improvement in customer interactions
• Grade support tickets against quality rubrics to ensure compliance with internal standards
• Collaborate with BPO quality leads to maintain consistency in QA practices across teams
• Identify performance trends to inform broader quality and training initiatives
• Provide feedback to support associates on areas for further development
• Monitor and report on QA performance metrics, providing actionable insights to support managers and leadership
• Drive continuous improvement by refining QA processes, ensuring they evolve to meet organizational needs
• Advocate for a culture of quality, partnering with cross-functional teams to uphold Gemini’s customer service standards