What are the responsibilities and job description for the Quality Assurance Specialist position at Inserso?
Inserso is seeking a Quality Assurance (QA) Analyst to join the team for a rewarding and challenging opportunity at a government customer site in Chandler, AZ. The QA team provides Quality Assurance support for several functional areas including IT Service Desk Tier I (including Security Reviews), IT Field Operations Tier II, Financial Management Tier II, and the Program Management Office among others. The QA Analyst monitors and evaluates incident records, customer contacts, chat interactions, telephone calls, service tickets, and customer-satisfaction data to assess adherence to established quality, customer-service, and process standards. This role supports continuous process improvement by identifying deviations, analyzing error trends, tracking corrective actions, and evaluating the effectiveness of training and other remediation efforts.
Responsibilities:
This role will include, but will not be limited to the following responsibilities:
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.
Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.
Responsibilities:
This role will include, but will not be limited to the following responsibilities:
- Review, listen, and audit a random sample of recorded calls and/or tickets using checklists to ensure adherence to quality and customer service standards to identify areas of improvement or exceptional service.
- Monitor, analyze, and report Key Performance Indicators (KPIs) using automated and manual reporting methods.
- Maintain, enhance and improve quality control methodologies, procedures, standards, and guidelines to ensure compliance with quality assurance standards, guidelines, and procedures in a large computer-based organization.
- Develop and define characteristics of quality including quality metrics and scoring parameters and determine requisite quality control resources.
- Identify and recommend quality-control resources, tools, and reporting methods needed to support program objectives.
- Partner with Program Leadership to recommend improvements to service-delivery and project-management processes that improve quality of service.
- Coordinate with Team Leads and Assistant Leads to ensure quality requirements are clearly defined, communicated, and consistently followed.
- Conduct and participate in formal and informal quality reviews at designated points throughout the system life cycle.
- Report quality service issues and trends to appropriate team leadership.
- Monitor project and operational performance against established quality processes, procedures, and requirements to ensure conformance.
- Support knowledge-sharing, training, and process-improvement activities across the program.
- Prepare clear, accurate, and timely reports, dashboards, and briefings for program leadership and stakeholders.
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
- Associate degree or equivalent experience.
- 1 - 2 years of IT Support experience or other relevant experience.
- Experience with ServiceNow or other similar ITSM tools.
- Proficient with Microsoft 365 and a working knowledge of MS Access and Excel.
- A familiarity with SLM (System Lifecycle Management) processes.
- Experience in analyzing data to provide metrics and performance reports.
- Excellent written and verbal communication skills in both formal and informal formats.
- Able to be adaptable by adjusting work processes and responding quickly to changing ideas, responsibilities, expectations, trends, strategies, and operational needs.
- Exposure to IT Operational technologies, including networks, routers, switches, Operating Systems, etc.
- Fundamental understanding of IT Service Management principles and practices.
- At least one year performing as a Quality Assurance Analyst within an enterprise environment.
- Advanced skills in MS Access and Excel (VBA).
- Working knowledge of database structures and associated reporting platforms.
- ITIL certified.
- Effectively communicate with customers, stakeholders, and technical specialists.
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.
Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.