About the role

We are looking for a Quality Analyst Tech Support to help our technical support team deliver accurate, consistent support to our clients.

You will review how human and AI-assisted tickets are handled, turn your findings into practical coaching, and maintain the documentation our team and AI agent need to provide reliable answers. You will also handle selected complex cases to stay close to our products and clients.

Key Responsibilities
• Review a representative sample of tickets and client conversations, assessing technical investigation, accuracy, prioritisation, escalation decisions, communication and follow-up.

• Develop and maintain a quality scorecard. Calibrate reviews with support leads so agents receive consistent, actionable feedback.

• Review the AI agent’s answers, triage decisions and handoffs to human agents. Identify errors and recommend improvements.

• Identify recurring mistakes, knowledge gaps and process issues across human and AI-assisted support; track whether improvements work.

• Create and maintain internal troubleshooting guides,



procedures, escalation playbooks and client-facing knowledge articles. Ensure the information used by the AI agent is accurate and current.

• Coach agents on investigation, ticket ownership and client communication. Help create training materials for recurring issues and new starters.

• Investigate selected complex support cases, gather evidence and coordinate with internal teams or game providers when escalation is needed.

• Report on support quality, documentation gaps and AI agent performance.

Requirements
• Experience in technical support, preferably in a B2B SaaS, platform or integration environment.

• Experience reviewing support cases, giving constructive feedback or improving service quality.

• Strong troubleshooting skills and sound judgment about when to escalate an issue.

• Experience writing clear documentation for technical and non-technical readers.

• Confidence using ticket

📌 QA Tech Support (Barcelona)
🏢 Alea
📍 Barcelona