Enterprise Solutions Associate (QA)

Invisible Technologies

3d • Hybrid

About The Position

The goal of an Enterprise Solutions Specialist is to improve efficiencies and quality in our operations through analysis, process design, and project management. Act as a catalyst for the Director and manager to achieve their department’s overall objectives. Daily responsibilities for an Enterprise Solutions Specialist vary but oftentimes include efficiency & quality analyses on process work, financial analysis on different areas of our operations, project management of certain client work, and process design improvement work on important client or internal processes.
Enterprise Solutions Specialists at Invisible are renowned for a persevering work ethic and need to be paired with an active, proactivity, immersive learning, and creative mindset. That said, the Enterprise Solutions Specialist role is a center for immense learning. Pairing directly with a senior partner and interacting regularly with various facets of the company (from individual agent operators to product managers), the Enterprise Solutions Specialist will receive a frequent and diverse range of experiences, coaching, and opportunities.

Requirements

• Experience with cross-collaborations in a dynamic and ever-changing environment. You will be partnering with our Operations Managers to complete different individual contributor tasks associated with projects.
• Experience with an ever-changing environment
• 2 years of experience with project management
• 2 years of experience with Excel and the Google suite
• Linguistic Background: Look for a work or education history in linguistics, education, or roles requiring high attention to detail.
• Precision & Nuance: We need someone meticulous enough to notice subtle cultural errors or awkward phrasing that others might miss.
• Expert-level English proficiency with a demonstrated mastery of US cultural subtext, digital trends, and internet vernacular.
• Maintain the requirement for 2 years of project management and Google Suite experience to ensure they can handle the ESA's core workflow.

Responsibilities

• People, training, and feedback: support squad leads, flags, and delivers feedback to agents (and/or supports team leads with feedback), supports team culture initiatives, creates and standardizes training documentation, and coordinates onboarding cohorts. Very good with people, tough conversations, different personalities, has ideally managed team/teams before
• Systems, reporting, and tech: lead agent pay, manages roster, supports and manages Metabase dashboards, audits weekly SL reports, creates capacity forecasting, creates one-off Google Sheets or scripts for projects, scrum master for safety sprints. Good analytical skills, skilled with sheets, ideally has some SQL knowledge, and Google scripts familiarity.
• Linguistic & Cultural QA: Expand the "efficiency analysis" to include expert-level language vetting and data annotation to ensure outputs are accurate, natural, and reflect real-world usage.
• Bridge the Feedback Loop: Beyond standardizing documentation , this person will identify quality trends and turn them into educational resources to align agent performance with campaign expectations.
• Contextual Validation: Act as a quality check for AI systems, validating grammar and cultural nuance to avoid bias in communication.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees