QUALITY ASSURANCE AGENT | Y185

**about patrianna** patrianna is a fast-growing global business on a mission to deliver life-changing moments of joy to our customers. we're proudly headquartered in gibraltar, at the southern tip of europe—but we think beyond borders, recruiting top talent from anywhere in the world. at patrianna, you'll join a driven and collaborative team where ownership is encouraged, learning is constant, and your work has real impact. we believe in empowering people to thrive—personally and professionally—through trust, autonomy, and shared purpose. **overview** we're looking for a qa agent who's passionate about customer experience and eager to play a key role in raising the bar for quality. this role ensures that every customer interaction meets the highest standards through deep audits, clear feedback, and continuous improvement. if you thrive in a fast-paced environment where your insights directly influence how we grow and improve—you'll fit right in. **what you'll be doing** - act as the quality expert within the customer support team, driving best practices and consistency. - conduct regular qa audits of solved tickets to ensure they meet policy and process standards. - deliver actionable feedback via one-on-one coaching and team huddles to drive individual and team development. - perform root cause analyses (rcas) to identify systemic issues and implement improvements that reduce errors. - participate in calibration sessions to align quality expectations across internal and external partners. - investigate negative feedback and customer complaints, providing w...