About us…

We’re a global intelligent automation consultancy in a period of hyper-growth. Founded in 2020 in the UK, TQA has raised $20m in Series A and expanded to global offices in the US, Argentina, Romania, and the Philippines. We’ve got a team of 140 people across the globe of extremely talented individuals who love to solve problems together. We passionately believe that automation has the power to expedite business transformation, enhance enterprise value, and deliver a positive impact on people’s lives.

If you're seeking a career that's not just a job, but a chance to be part of something revolutionary – then welcome aboard. Join us in shaping the future, as we harness the potential of automation to sculpt a brighter tomorrow for businesses and individuals alike.

About you...

Essential Criteria

• Deep technical understanding of RPA technology and related infrastructure
• Ability to diagnose and resolve complex technical issues efficiently
• Strong commitment to customer service and satisfaction to ensure customer needs are met and exceeded
• Leadership and coaching skills to effectively guide and motivate team members
• Excellent communication and interpersonal skills, both verbal and written
• Ability to work independently and take ownership of client success
• Collaboration skills to work effectively with cross-functional teams
• Attention to detail and an analytical mindset
• Drive to continuously learn and improve
• Ability to work well under pressure and multi-task to meet deadlines
• Good time management and the ability to work autonomously using initiative
• Self-motivated

• Awareness of risk management principles in order to identify and mitigate potential risks to client systems and data, ensuring business continuity
• Knowledge of industry best practices and emerging trends in RPA technology and customer support
• Proficiency in ITSM tools and platforms (e.g., Jira Service Management, ServiceNow) to manage service requests, incidents, and changes effectively
• A mindset for innovation, continually seeking ways to enhance services, reduce costs, and deliver more value to clients

• Take ownership of the end-to-end delivery of managed services, including: ticket management, service level agreement (SLA) adherence, incident management and problem resolution.
• Performing and supporting the team to perform client and process onboarding checks, such as: documentation and code reviews, access management and infrastructure assessments.
• Collaborate closely with internal teams, clients, and stakeholders to understand business objectives and align managed services strategies accordingly.

• Scoping solution changes or enhancements to be implemented by the team on RPA solutions under management.
• Performing root cause analysis and resolution of incidents relating to RPA solutions under management.
• Maintenance of client and company documentation.

• Lead and mentor a team of managed services professionals, fostering a high-performance culture and ensuring the team's ongoing development.
• Contribute to setting clear goals, provide regular feedback, and drive individual and team growth.
• Facilitate knowledge sharing, training, and skills development initiatives to enhance the team's capabilities and ensure delivery excellence.

• Proactively identify opportunities to enhance operational efficiencies and service quality, implementing best practices and driving continuous process improvements
• Analyse service performance metrics and customer feedback to identify trends, develop action plans, and drive service excellence across the managed services portfolio.
• Stay updated on industry trends, emerging technologies, and RPA advancements, and incorporate relevant insights into the managed services strategy.

• Build and maintain strong relationships with clients, acting as a trusted advisor and ensuring their needs are understood and addressed.
• Proactively identify opportunities to expand and upsell managed services offerings to existing clients, collaborating with sales teams to drive growth.

TQA is an equal opportunities employer. We welcome your application and believe in diversity of experience and opinion. Applications will be considered without regard to education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, color, religion, disability, sexual orientation and beliefs.

We celebrate multiple approaches and points of view and believe passionately that employing a diverse workforce is central to our growth and success, so we are building a culture where difference is valued.