QA – Analyst

Company : Quadrant, Inc.

Country: United States

Location : Sterling, Virginia

Post: Fri, 09 Sep 2022 15:43:44 GMT

Expires: Fri, 07 Oct 2022 23:59:59 GMT

Apply Job : Apply Online

—————————— Job Description ——————————

Quality Assurance Analyst

Sterling, VA

MUST:

Active Secret clearance required

Experienced Quality Assurance Analyst

2+ years of experience in a related position

1+ year of help desk/contact center/ service desk experience with quality monitoring

Demonstrated attention to detail in daily activities and reporting

Demonstrated ability to identify and communicate quality deficiencies in formal and informal business settings

Demonstrated experience and confidence presenting information in meeting with client and various levels of executive leadership

Ability to work in a high-performance environment with stringent government performance expectations

Willing to go above and beyond in order to get the job done

Highly dependable with a proactive and team-oriented work posture

Previous experience using ServiceNow is highly desired

Experience working in government IT environments is highly desired

Familiarity or experience with SharePoint (basic functionality) to support a collaborative work environment and file organization, source and version control is preferred

ITILv3 or ITILv4 Foundation Certification or higher is required

Bachelors degree required; additional years of experience may be accepted in lieu of degree

DUTIES:

Responsible for performing quality reviews and recordings findings from analyst documentation of call, email, and web support

Draft and present reports that demonstrate current state and thorough analysis of quality metrics

Recommend options for improvement and execute action plans to address findings

Collaborate with all tiers of support to maintain a high level of customer satisfaction and continually improve the quality of service throughout the service life cycle

Ensure customer satisfaction by supporting the service desk in meeting quality performance objectives and stringent quality standards within the Tier I, Tier II, and Tier III Incident Management Lifecycle

Conduct quality assessments of incident and service request tickets

Log findings from quality reviews of critical, high and moderate tickets

Perform reporting and analysis of customer satisfaction through survey feedback for leadership and customer review

Develop subject matter expertise as a member of the quality team

Conduct quality reviews of service desk-related standard operating procedures, knowledge base articles and other materials for effectiveness, and takes prompt action to address knowledge design issues, as necessary

Adhere to standard practices as documented, presenting ideas for improvement where a benefit exists

Log and track action items as assigned or as needed to support completion or resolution and report accomplishments

Perform and utilize gap analysis, root cause analysis and other quality management techniques to diagnose issues and events that impact SLA events and service delivery

Provide support to other operations team members, such as network services, engineering, system operations, and/or applications teams to facilitate the adherence to quality standards for ticket logging across the escalation/resolution path

Collaborate with service desk leaders, tier 2 and tier 3 teams, operations team members, SD analysts and trainers, knowledge and quality analysts to perform analysis, uncover opportunities for improvement, and provide support

Support implementation of formal quality scorecard with the SD leads to ensure uniform application of quality reviews for performance management and provide consistency in quality reporting for feedback to analysts on the team

Schedule and lead service desk quality review calibration sessions with leadership and client to highlight trends and discuss corrective action approaches

Learn standard practices in other areas, such as: training and technical documentation, service desk support to provide backup coverage and strengthen the team in times of high frequency

Ability to complete the tasks with minimal supervision

*Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.