Quality Assurance Analyst
About The Position
A Quality Assurance Coordinator specializes in tablets and hardware support and will play a crucial role in managing the shipment, handling, and warranty requests for a large volume of tablets. In addition, this role is responsible for providing exceptional support for a significant number of tablets and MP3 players. The QA Coordinator will address all requests related to messaging systems through CorrLinks from friends and family members associated with approximately 2.4 million active accounts. Primary focus will be to ensure the highest quality standards and optimal functionality of tablets and associated hardware, while delivering outstanding customer service and technical support.
Requirements
- 4 Year / Bachelor Degree Required.
- 2 years hardware repair experience in lieu of Bachelor’s degree.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Able to follow instructions and assist with all department activities.
- Able to learn and gain an understanding of company packaged software.
- Attention to detail and ability to identify and resolve reoccurring issues before they become systemic.
Responsibilities
- Messaging Systems Support - Independently respond to public’s inquiries regarding our secure messaging services. Troubleshoot concerns and provide guidance on system usage and functionalities.
- Serve as a central point of contact for warranty requests and manage warranty process, including coordinating repairs, replacements, or refunds.
- Hardware Support and Warranty Management – Provide comprehensive technical support for hardware, address hardware-related inquiries, troubleshoot and resolve issues.
- Tablet Shipment Management - Process and oversee orders for security-sensitive hardware (tablets, workstations, servers, etc.) and respond to customer inquiries regarding status and shipment of orders.
- Oversee the efficient and timely delivery process by leveraging FedEx and USPS systems to ensure delivery of orders to customer sites. Collaborate with FedEx, UPS, and USPS personnel to proactively monitor deliveries and address any issues or delays.
- Documentation and Reporting – Maintain accurate records of tablet shipments, hardware support requests, warranty claims and messaging system interactions.
- Test issues on returned equipment and validate supporting documentation, coordinate tablet repair, and adjudicate warranty claims.
- Generate reports on key performance indicators (KPIs), including shipment volumes, response times, resolution rates, and customer satisfaction metrics.
- Analyze data to help identify trends, recurring issues and opportunities for service enhancement.
- Other duties as assigned by company management.
Benefits
- Medical w/prescription coverage
- Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.
- Dental
- Vision
- Basic Life and Basic Accidental Death and Dismemberment Insurance
- Short Term Disability
- Long Term Disability
- Voluntary benefits that can be selected to create the right package for you
- We now also offer DailyPay providing you immediate access to earned wages.
- ATG also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
