Quality Assurance Specialist

Your Responsibilities

• Review, update, and improve existing instructions and documentation.
• Develop training materials and user guides, and communicate new functionalities.
• Serve as the first point of contact for user support.
• Collaborate with 2nd line support to resolve issues quickly and effectively.
• Identify common mistakes, provide targeted training, and promote best practices.
• Maintain and update the Confluence knowledge base and newcomer resources.
• Ensure instructions and policies meet quality standards.
• Work closely with BPM and process owners to maintain accurate and up-to-date documentation.
• Publish new agreements and policies in the knowledge base, communicate changes to users, and verify user understanding.
• Monitor process KPIs and ensure accurate data collection.
• Analyze data to generate insights and identify training needs.
• Support KPI tracking and reporting to drive continuous improvement.
• Analyze customer responses to surveys (NPS, CSAT) and ensure actions are taken to improve the metrics.

Our Expectations

Education & Experience

• Bachelor’s degree in Business, Management, or a related field.
• Minimum 3 years of experience in an international organization.
• At least 2 years of hands-on experience in training delivery and methodology.
• Proven experience in quality assurance practices and process improvement.

Skills & Competencies

• Ability to design, maintain, and improve training materials, onboarding standards, and process documentation.
• Responsible for managing instructions, policies, and the entire knowledge base.
• Proactively communicates changes to processes, policies, and tools across the organization.
• Experience in employee testing, competency maintenance, and onboarding programs.
• Strong analytical skills to interpret NPS and service quality metrics, and propose improvement actions.
• Excellent communication skills – able to lead trainings, facilitate meetings, and prepare reports.
• Ability to collaborate with Business Process Managers (BPMs) and process owners to improve workflows.
• Strong prioritization and time management skills under tight deadlines.

Technical Knowledge

• Experience with SAP ERP and Salesforce CRM is a strong advantage.
• Familiarity with Confluence and Jira tools is a plus.
• Ability to maintain and update instructions, policies, and ensure user understanding through testing.

Languages & Certifications

• Fluent in English (C2) and Lithuanian.
• Additional certifications in training, coaching, or process improvement are a plus.

Why should you consider us as your next career step?

We always have a challenge for those looking for one. If complex, large-scale, and impactful projects excite you, we might be just the right fit for you. With us, you will enjoy:

• Career opportunities: Many of our managers have started in entry-level positions at Girteka Group, and as many as 30% of our colleagues move up the career ladder every year.
• Learning and development: We continuously invest in a wide variety of internal and external courses, seminars, mentoring, leadership programs, and offer language courses.
• Health and well-being: We care about how our colleagues feel and we offer them comprehensive health insurance. We also foster a community of gym-goers and athletes. On-site meals are 50% compensated, and you’ll find free fruit and snacks in our kitchenettes and lounges.
• Collaborative culture: We believe that the power of teamwork and social connection enables us to achieve exceptional results. Working in international teams, we strive toward the company’s goals together, sharing experiences and celebrating our joint successes.
• Rewards and recognition: Rewards on work anniversary occasions and values-based behavior, days off during your birthday, and holiday gifts are included. Team-building events, various initiatives, and like-minded clubs. Access to exclusive discounts from our partners.
• Base monthly salary: from €2210 to €2760 (before tax). The specific salary offered will depend on the candidate‘s experience, competencies displayed and suitability to the requirements of the position.