Quality Assurance Specialist

ASM Research•Remote,

About The Position

The Quality Assurance Specialist is responsible for supporting the operation by conducting quality assurance audits, analyzing results, providing feedback, and ensuring quality consistency. Additional responsibilities include recommending process improvements in order to maintain quality in regards to contractual and internal requirements.

Requirements

Bachelor’s degree with zero years of experience, or substitute 2 years of equivalent work experiences for degree
Demonstrated literacy in Microsoft Office Suite (Outlook, Word, Power Point, Excel)
Strong people management skills
Excellent organizational, interpersonal, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member
Ability to work independently
Ability to research, evaluate, analyze, resolve, and present solutions to problems
Attention to detail
Proactive in identifying and addressing issues
Ability to obtain ITIL V4 Foundation Certification within 6 months of placement.

Nice To Haves

Experience with contact center and data research
Ability to read and interpret process and workflow diagrams and work instructions
Ability to manage changing priorities within a highly dynamic environment
Ability to work well under deadlines
Strong organization skills, ability to handle multiple tasks or projects
Strong technical problem solving
General Helpdesk Knowledge (i.e. Troubleshooting Operating System and Applications and Basic Networking/Connectivity Issues)

Responsibilities

Conduct daily, weekly, and monthly quality assurance audits of work as assigned by Leadership
Prioritize workloads to ensure timeliness and quality standards are met
Monitor and report workloads on a daily, weekly, and monthly basis
Conduct necessary research and coordination as necessary for all quality assurance audit activities
Validate analysis and outreach activities in accordance to current policies and directives
Analyze work based on current policies, directives, and investigation through available resources and further research
Thoroughly understand the requirements on all work activities and processes being reviewed
Provide feedback and guidance to staff concerning quality assurance audit results in a manner that is not biased or defensive
Identify and analyze quality assurance trends and refer any realized issues to the Leadership Team or Training Department for follow-through as needed
Suggest process improvements based on quality assurance audit findings
Support and accept responsibility for special projects and assignments