Job Summary

The QA Analyst I assists in validating and verifying clients’ applications, xml logs, test results, and document discrepancies and findings. Attends meetings with clients to discuss discrepancies, test results, calibrations, and expected behavior from applications. Collaborating is an essential aspect of the job and building relationships with internal teams and external clients is a must.

Primary Responsibilities

• Identifies and documents trends observed in test results submitted by clients and/or trends observed on calls or meetings regarding daily operations, newly released products and operational changes for project owners and leadership, and/or monitors and evaluates new joiner calls during agent training, on the job training, and production periods.
• Schedules and facilitates monthly QA meetings with internal supervisors for calibrations and updates.
• Schedules and facilitates weekly/biweekly QA meetings with outsourcer groups for calibrations and updates.
• Attends and actively participates in reoccurring meetings with external clients to their test results and other QA related topics.
• Updates ServiceNow project tracker; stays informed of all organizational changes including but not limited to new products and changes in processes.
• Updates test cases as necessary when changes occur.
• Logs tickets in the system when there are issues for IT/support to investigate and resolve.
• Develops and maintains partnerships with QA department both internally and externally by conducting calibration meetings with the purposes of improving the customer’s experience as well as minimizing the quality score variance between internal QA and the outsourcer QA.
• Drafts and/or revises QA related documents including but not limited to the Customer Care Expectations (CCE’s) and Standard Operating Procedures (SOP) to comply with organizational changes.
• Assists new joiners with training when needed.
• Assists in the development of internal and external QA training material as needed.
• Performs other duties as assigned.

Education

• Associate Degree or equivalent work experience.

Experience

• 1 year experience in quality assurance.
• 1 year experience in call handling.

Essential Skills

• Multiple language skills, desired.
• Clear communicator (written and verbal) – to ensure ability to properly document and communicate QA related items.
• Have a positive teamwork/collaborative approach to all duties.
• Ability to work effectively under tight deadlines and successfully handle multiple/detail-oriented tasks.
• Demonstrate a high level of subject matter expertise in the QA area to support business requirements.
• Practice knowledge transfer and foster change management to support organizational change.
• Continually focus on individual and team member development.
• Strong attention to detail.
• Excellent time management skills.
• Skillful in handling difficult situations.
• Intermediate to advanced Microsoft Office skills.