[Remote] Quality Assurance Specialist
Note: The job is a remote job and is open to candidates in USA. SDI is a company that helps essential organizations across North America compete more effectively in a challenging global marketplace. The Quality Assurance Specialist will support quality operations, assist in the development of standard operating processes, and perform call quality audits, among other responsibilities.
Responsibilities
- Perform call quality audits utilizing the call auditing software
- Assist with ticket/issue auditing
- Serve as backup for the CRM Administrator
- Troubleshoot and report any system issues such as outages to the service providers for resolution
- Manage requests from stakeholders for changes/enhancements to the call and incident management systems
- Assist the CRM Administrator in managing the sprint tracker (project tracker)
- Perform testing on systems as needed and as changes/enhancements are released
- Communicate changes to end users
- Identify, analyze, and document defects, questionable functions, errors, and inconsistencies in software program functions, outputs, online screens and content
- Assist with monitoring program performance after implementation to prevent recurrence of program operating problems and to ensure efficiency of operation
- Oversee creation and contribute to development of user guides, articles, etc
- Other duties as assigned
- Assist in vendor and carrier negotiations by providing data-driven analysis
Skills
- Bachelor's degree or equivalent work experience
- Experience with Oracle Service Cloud and Five9 is preferred
- Knowledge of quality auditing practices for call center operations is preferred
- Ability to analyze business and/or functional requirement documents for testing purposes
- Strong analytical and problem-solving skills
- Keen attention to detail
- Ability to work on multiple projects under tight deadlines and changing priorities
- Strong interpersonal and communication skills to cultivate positive working relationships
- Ability to work within a team, and if needed, independently at a very fast paced environment
- Experience with Oracle Service Cloud and Five9
- Knowledge of quality auditing practices for call center operations
Benefits
- Health insurance (medical, dental and vision).
- Training and development opportunities – 2023 winner of the People Accelerator award.
- Vacation, wellness days, pet bereavement days and 12 paid holidays.
- 401K with a company match.
- Tuition reimbursement.
- Student loan repayment assistance.
- Reimbursement for safety shoes.
- Discounted tickets to a variety of different vendors.
Company Overview
Company H1B Sponsorship