[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