Process Assurance Analyst
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Job Description
Process Assurance Analyst coordinating between Operations and Technology teams with a focus on task escalations. Ensuring clear communication and validated demands reach Engineering, Data, and Infrastructure teams.
Responsibilities:
- We are seeking an organized, analytical professional with excellent communication skills to act as the central link between our Operations teams (Support, Implementation, and Customer Success) and our Technology team.
- Your primary mission will be to manage Task Escalations, ensuring that only clear, validated, and well-structured requests reach our Engineering, Data, and Infrastructure teams.
- Key responsibilities:
- Queue Management (Triage): Monitor and manage the flow of tickets in Jira Service Management (integrated with HubSpot).
- Initial Technical Analysis: Read and interpret each escalated task to identify the actual nature of the request.
- Quality Control (Gatekeeper): Verify that the ticket contains all necessary evidence (logs, screenshots, steps to reproduce).
- Cross-functional Communication: Translate technical terms for the support team and vice versa, ensuring everyone is aligned.
Requirements:
- Queue Management (Triage): Monitor and manage the flow of tickets in Jira Service Management (integrated with HubSpot).
- Initial Technical Analysis: Read and interpret each escalated task to identify the actual nature of the request.
- Quality Control (Gatekeeper): Validate that the ticket contains all necessary evidence (logs, screenshots, steps to reproduce).
- Cross-functional Communication: Translate technical terms for the support team and vice versa, ensuring everyone is aligned.
- Qualifications:
- Written and Verbal Communication: Ability to describe complex problems in a clear, structured, and didactic manner.
- Analytical Ability: A penchant for investigating root causes. Ability to distinguish between user error and system error.
- Organization and Time Management: Ability to handle multiple tasks simultaneously while meeting deadlines (SLAs).
- Knowledge of Management Tools: Familiarity with Jira (Service Management) and HubSpot.
- Collaborative Profile: Patience and empathy when interacting with different areas of the company.
- Differentials (Strong Advantage):
- Knowledge of Notary Offices: Previous experience or familiarity with the routines of notaries and property registries (Tabelionatos and Real Estate Registries) will be considered a major advantage. Understanding the pain points of our end customer speeds up diagnosis.
- Basic Technical Knowledge: Understanding of SaaS system logic, APIs, or databases.
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