Senior Quality Assurance Specialist at DigitalOcean

| Greater NYC Area | Remote
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Have you ever wondered what happens inside the cloud?

Headquartered in New York but based around the world, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by most.

We are looking for someone who is a fanatic about customer service and learning.

The Senior Quality Assurance Specialist ensures a best-in-class Quality Assurance program for the Customer Support & Success team, managing the QA platform, and performing quality reviews. You should have a knack for turning QA data into a learning asset that engages the learner and improves their skills and knowledge. You are analytically minded and data-driven and thrive on managing key performance indicators. You relentlessly pursue continuous improvement through leading-edge processes, tools, and learning.

What You'll Be Doing:
  • Understand the internal support and success quality standards
  • Review a subset of support agents’ conversations (calls, emails, chat, etc.)
  • Discuss and explain feedback with agents in regular meetings
  • Analyze and report customer service metrics (e.g. CSAT, QA, NPS) and how the support team’s performance affects those KPIs
  • Evaluate the evaluators on their QA evaluations to ensure consistency in scoring
  • Designing evaluation programs to better understand agent behavior
  • Map QA outputs into training and onboarding programs and initiate these projects
  • Manage the QA tooling for DigitalOcean to ensure smooth operations for the team
  • Onboarding new hires into the QA tool by partnering with the Learning & Development team
  • Maintain a relationship with the QA vendor to monitor progress on request to vendor
  • Monitor customer service performance on the agent and team level
  • Contribute to the team culture in a positive manner
What You’ll Add to DigitalOcean:
  • Ability to get things done in a rapidly evolving environment
  • Experience in the customer service space
  • Hands-on experience in quality assurance
  • Experience in designing QA evaluation programs for customer facing teams
  • Great people skills and ability to communicate (positive and negative) feedback
  • Good organizational skills and knowledge in goal-setting practices
  • Examples of data visualization abilities and understanding of support metrics
  • Problem-solving capabilities to create meaningful strategies to improve support quality
What We'll Expect From You:
  • Deliver training and education to the organization in Lean Six Sigma methodologies.
  • Promote more effective use of existing tools and processes and optimize inefficient processes
  • In conjunction with the departments, conduct targeted process improvement initiatives to determine how these processes can be completed in an effective, efficient and cost saving manner.
  • Design and deploy scalable support processes to drive consistency and quality across the organization.
  • Determine business needs and scalable solutions to solve process issues through process mapping, observation and analysis.
  • Design, develop and execute processes or projects and work with process owners or project team members throughout all phases of planning, implementation and control.
  • Autonomously lead small to medium scale process improvement initiatives.
  • Responsibility for clarifying scope and ensuring process improvement effort maintains direction and fulfills expectations.
  • Serve as a catalyst for change management as well as teach, mentor, and coach others.
  • Work with division leaders or managers to drive change within their respective divisions by helping to build consensus on process improvement initiatives.
Why You’ll Like Working for DigitalOcean:
  • We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging ourselves to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship, LinkedIn Learning tracks, and other internal programs. We also provide all employees with reimbursement for relevant conferences, training, and education.
  • We care about your physical, financial and mental well-being. We offer a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.  
  • We support our remote employee experience. While we have great office spaces in NYC, Cambridge, Palo Alto and Bangalore, we’re very distributed—we use a number of communication tools to connect across the company—and all remote employees have the opportunity to visit our offices and meet their teams face-to-face at team offsites. We also have an annual company offsite, Shark Week, to get quality in-person time with the entire company at least once a year. 
  • We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For all CO residents, please click here  

Department: Customer Support #LI-Remote

Want to learn more about our Customer Support team? Click here!

Want an inside look into life at DO? Click here to hear from our employees!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • CLanguages
    • RLanguages
    • F#Languages
    • jQuery UILibraries
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ConsulDatabases
    • ZKDatabases
    • Google AnalyticsAnalytics
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • MailChimpEmail
    • MarketoLead Gen

Location

Easy to access for employees both in and outside of NYC, our HQ is located in the heart of trendy SoHo.

An Insider's view of DigitalOcean

What are some social events your company does?

We host an annual Shark Week where the entire company comes together for a week of learning, team time, opportunities to network cross-functionally, social activities, and more. We also host internal Hackathons (or Shark-a-hacks, as we call them) twice a year along with an annual Shark Day!

Olivia

Senior Manager, People Operations & Analytics

What projects are you most excited about?

I'm really excited about our Managed Databases and App Platform offerings. Getting started on a new project can be hard, let alone the overhead of setting up infrastructure. With our App Platform and Managed Databases, developers can focus their attention on writing code.

Greg

Engineer II

What makes someone successful on your team?

Success on my team is fueled by my team’s mutual respect and trust. My team has given me all of the necessary tools needed to get the job done and I am trusted to contribute to company projects that will transform the business. It is invaluable to be surrounded by a team that is just as committed to my success as I am!

Melonie

People Operations Associate

What is your vision for the company?

DO is in a unique position as the entry point to the internet for 500,000 customers today, and with the potential to reach many millions more over time. We have an incredible opportunity to help the world's developers and entrepreneurs test their ideas, build their business and realize their dreams.

Yancey

CEO

What unique initiatives do you have that encourage innovation?

DigitalOcean sources meetups, conferences, projects, non-profit organizations, student-run hackathons, and individual developers who create useful content. The ethos here is community driven, and based on love, so we go out of our way to support developers and entrepreneurs who are creating meaningful technologies and businesses.

Daniel

Senior Developer Relations Manager

What are DigitalOcean Perks + Benefits

DigitalOcean Benefits Overview

DigitalOcean benefits offerings vary by region. You can expect to enjoy things like:
- Full Health Coverage: Fully paid health benefits for all our employees.
- Commuter Benefits: Local employees receive a monthly metrocard or equivalent reimbursement for remotees
- 401k Plan: It's never too early to start saving. DigitalOcean matches up to 4% of every employee's salary
- Education Support: All employees receive reimbursement for conferences, training or education
- Fitness &. Wellness Stipend: $100 per month to support your physical & mental health
- Internet & Phone Stipend: $200 per month to help support your WFH setup
- WFH Stipend: Ensure our employees are as comfortable as possible WFH!
- Monthly snack & coffee home deliveries
- Custom Workstations: Mac? PC? Linux? We’ll hook up your rig with your preferred equipment
- Flexible Vacation Time: Take the time you need to live a balanced and fulfilling personal life
- Headphones: Up to $100 for headphones of your choosing
- Teambuilding & Social Events: Hackathons, Shark Week (our annual company retreat), team offsites, anniversary parties and more

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We launched our first 4 ERGs in June 2021
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
DigitalOcean's team fitness initiatives include In-office yoga.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
DigitalOcean gives employees unlimited PTO
Paid Holidays
Paid Sick Days
Employees receive unlimited days of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted once per week in the warmer months.
Relocation Assistance
Fitness Subsidies
DigitalOcean reimburses its employees up to $100 per month for fitness services and activities
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
DigitalOcean hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Customized development tracks
Paid industry certifications
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