Senior Support QA Analyst

Job Description

This position, under the general direction of both the supervisor and director, provides support for our award winning K-12 software systems. This position is responsible for creating, updating and delivering a wide spectrum of quality reports relating to the performance of team members in both the Professional Services and Support organizations. The reports and processes managed by in this position will be used for business decision making and, as well as for continuous improvement of skills across the organization. Reports and data coming out of the QA program are used for ongoing training and resource development. The successful candidate will have the ability to perform quality reviews, monitor performance, and develop training plans to improve performance. Duties and Responsibilities Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to manage multiple projects in a fast paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills Develop and revise current employee and process evaluation templates Participate in the definition of current processes by an in-depth analysis of data and make any needed recommendations for improvement Participate in the research, design, development and implementation of standards, practices and procedures as requested Create thoroughly researched, well thought out and easily understandable documents which identify current situations, problems and recommended solutions Detect and investigate general areas of vulnerability and inefficiency. Recommend procedures, controls and tools to reduce risk and increase productivity Assist in the production and timely distribution of reports on quality of service and measurements of performance. Ensure through the coordination of the training department that all staff receives initial and on-going training to insure their ability to provide accurate quality reporting Work with training team to provide timely feedback regarding new and existing employees Institute techniques to promote and encourage teamwork across departments Create and update Executive-level PowerPoints to be used in company-wide presentations Identify, analyze, and interpret trends or patterns in complex data sets Manage quality review process for support engineers Work with leadership to monitor performance and provide scorecards to support engineers Develop training improvement plans along with training team for areas where improvement is needed Create and deliver ad-hoc analysis and all other duties as assigned Skills/ Requirements Qualifications To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/ or ability required. Qualifications include: 2-5 years prior experience in a quality analyst role Proficient in Microsoft Office suite with expert knowledge of Excel Must be able to manage multiple projects at the same time Salesforce experience required Prior CRM and ERP experience required Strong attention to detail and time management Strong problem solving and reasoning skills Strong oral, written, and interpersonal skills Strong customer service and conflict resolution skills Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes Associate s degree or equivalent work experience, Bachelor s degree preferred Willing to work in Shifts and in 24X7 work environment,

Keyskills :
researcherptrainingriskdesignsoftwarereviews24x7analysisexcelconflictscheduleteamworkbusiness