[Hiring] Quality Assurance Analyst @Agero

Role Description

The Quality Assurance Analyst participates in the day-to-day monitoring and support of the Quality Assurance output via report creation, analytical insight, and consistent feedback. Works directly with Quality Assurance (QA) management and analysts providing input and direction on defect scope and overall QA data impacts. Works cross-functionally with Operations management to provide additional analytical insight.

• Team Collaboration: Works effectively within cross-functional teams, fostering a cooperative and inclusive environment to achieve collective goals.
• Adaptability & Agility: Exhibits the ability to quickly adapt to changing priorities and workflows, remaining flexible and open to learning new skills and processes to meet evolving demands.
• Effective Decision Making: Utilizes sound judgment, critical thinking, and problem-solving abilities to make well-informed decisions in a timely manner.
• Results-Oriented Focus: Maintains a strong focus on achieving key outcomes and organizational objectives, ensuring tasks are completed efficiently and with high quality.
• Strong Interpersonal Communication: Communicates clearly and effectively with a variety of stakeholders, both verbally and in writing, while fostering positive working relationships.
• Independent Problem-Solving: Demonstrates the ability to work independently with a solution-focused mindset, taking initiative to resolve challenges and achieve desired results.
• Analytical & Judgment Skills: Applies critical thinking and analytical skills to evaluate situations and make informed decisions, ensuring high standards of quality and compliance.

Qualifications

• Associates degree or equivalent work experience. A bachelor's degree is a plus.
• 1-3 years related experience in a fast-paced customer service environment. Previous solution-based experience preferred. Industry knowledge is a plus.

Requirements

• Collaborates with management and analysts for assignment and follow through on critical QA sprints.
• Creates and maintains a database and spreadsheet files to track and analyze QA output.
• Assembles and analyzes materials to create reports for management.
• Provides data quality assurance checks to ensure sprints are appropriately documented.
• Supports QA management, analysts, and Operations management by creating and maintaining targeted and holistic QA reporting.
• Works with associates to identify and triage systems issues and captures requirements for future enhancements.
• Provides guidance and direction to staff and responds to questions related to systems and processes.
• Manages and participates in department projects providing leadership and subject expertise.

Benefits

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
• For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
• Family Support: Parental planning benefits to assist associates through life’s milestones.
• Bonus/Incentive Programs: Join Agero and experience a workplace that invests in your success both personally and professionally.