Quality Specialist, Product Operations

• Perform cross functional issue triage in the software product and participate in prioritization related to product bugs and gaps
• Manage the actions and necessary steps toward quality solutions, monitoring and supporting the proper follow through and closure of issues to customer satisfaction
• Participate in root cause analysis and solutioning, helping to find patterns and themes and make recommendations for possible improvement areas
• Operationalize new product quality procedures and processes which support business goals and high growth, enabling visibility, transparency and clarity for stakeholders on progress and status, with clear actions and outcomes defined
• Support adherence to established standards for quality operations driving toward smooth, consistent, and predictable operating rhythms
• Gather data from various systems of record, perform detailed data preparation and analysis, and manage reporting for quality performance metrics and KPI tracking
• Develop and maintain resources for successful onboarding of new team members including process documentation, training materials, and sequenced onboarding plans, to ensure their operational responsibilities are clear
• Apply your skills to develop, oversee, and follow through on work plans, and prepare and present status updates regularly in relevant channels
• Work across teams to organize and orchestrate execution, ensuring all teams are delivering in a coordinated manner and maintain a focus on a superior customer experience
• Reinforce discipline in the execution against standards and procedures and hold our teams accountable to the highest standards of performance related to software quality and customer success
• Independently research issues and actively participate in cross-functional quality review meetings and contribute to alignment and ensuring outcomes are achieved
• Identify, document, communicate, and manage the delivery of action items with multiple cross-functional stakeholders
• Drive for consistency and clarity in: requirements, expected system behavior, testing approach, and definition of done
• Communicate ongoing status and progress updates through appropriate channels, using data where applicable to convey the state of delivery and achievement of aligned outcomes
• Create and maintain jira filters, charts, and dashboards for ongoing trend analysis and quality insights
• Creating procedure and flow documentation that succinctly and accurately conveys relevant details including steps, transitions, roles and responsibilities
• Clearly communicate process improvements, procedural and systems changes and monitor and manage to successful day to day execution

• Strong academics from a top undergraduate program with a technical background in IT, software engineering, or quality management
• 1–3 years of experience in a quality-focused role at a software company (e.g. product operations, customer support, QA, or engineering), h a heavy day-to-day involvement in quality operations and software product quality improvement processes
• Familiarity with software development processes, product operations, and tools that support software quality and cross-functional delivery
• Strong customer focus with the ability to understand user needs, gather feedback, and align operations to deliver great customer experiences
• A continuous improvement mindset with a focus on driving customer outcomes
• Proficiency in preparing detailed data analysis, reports, and charts to support decision-making
• Excellent communication and interpersonal skills, with fluency in English (written and verbal)
• Experience creating professional documentation and presentations for cross-functional stakeholders
• Strong organizational skills and attention to detail; ability to manage multiple projects, timelines, and dependencies
• High proficiency in Jira and JQL, with a working knowledge of quality management and continuous improvement principles
• Proven ability to thrive in fast-paced, results-driven environments; adaptable, resilient, and comfortable with change
• A collaborative, proactive mindset with intellectual curiosity and a willingness to learn and grow
• A balance of confidence and humility, with the ability to both lead and listen
• Experience working with a B2B SaaS product in a startup environment (Preferred)
• Background in technical customer support (Preferred)
• Hands-on experience with product analytics tools (e.g. Pendo, Gainsight PX, Amplitude) (Preferred)
• Effective use of AI tools to accelerate documentation and improve productivity, with appropriate governance (Preferred)

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