Support Lead at Field Intelligence

• We are looking for a quality assurance and support lead to join our Quality Assurance and Support team, in order to help us build and maintain our suite of country-scale logistics and program intelligence systems for distributed, occasionally-connected contexts.
• The Quality Assurance and Support team is responsible for the final stage of Field’s product development process, both ensuring that the final product is working and polished, and ensuring that users are able to experience the product as intended.
• The QA and Support team is the front line of product and service quality assurance and support.

REQUIREMENTS

• Leadership skills - Experience managing a team
• Organization and Coordination skills
• Communication (Written and Verbal)
• Analytical skills
• Research skills
• Emotional intelligence
• Creativity
• Problem solving skills
• Crisis management
• Technical skills
• Knowledge working with tools such as github, freshdesk

RESPONSIBILITIES

Managing the day-to-day activities of the QA and support team

• Daily support provided to internal and external users by ensuring support team efficiency and capabilities are properly structured to meet business goals
• Support shift schedule management to ensure team members are properly distributed on weekdays, weekends and public holidays to deliver support when needed

Overseeing the performance of all L1 technical support for effective support delivery to internal and external stakeholders

• Monitor individual team member performance on the QA, tech and support skills tracker
• Monthly 1:1 sessions with the team
• Update skills tracker as required to reflect new skills required for team members
• Suggesting training courses for the team to improve their skills and knowledge of the job
• Identifying metrics for evaluation of the team to monitor growth and performance
• Identifying the individual team member needs and collective team needs to meet personal and business goals

Managing the Field QA and support internship programme hiring and onboarding process

• Reviewing internship applications and ensuring applicants meet set requirements for progress to the next stage
• Conducting physical interviews with applicants to determine team and organizational fit
• Onboarding of QA and support interns
• Monitoring and evaluating progress of interns on the curriculum

Designing and Implementing process improvements for operations across the team and organization at large

• Suggesting tools that can improve the support and QA delivery process
• Enhance and optimize existing quality assurance and support processes and procedure
• Ensure all support documentation and knowledge database stay consistently up to date