QA Analyst responsible for validating software quality at Toon Boom, leading end - to - end testing and troubleshooting for high - performance applications.
About the role
- Quality Assurance Specialist at Boldr assessing work quality and client compliance. Involves audits, reporting, and recommendations for continuous improvement.
Responsibilities
- Perform assessment of customer interactions (phone, email, chat).
- Complete regular audits of team members against Boldr’s expectations, through documentation and data reporting.
- Track, document, escalate, or resolve QA issues to meet internal and external expectations.
- Identify opportunities and provide recommendations for continuous improvement initiatives by providing feedback to the development of the team based on their assessments.
- Check compliance of each team member to processes established by the client and capture errors, le.including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy, etc.
- Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to the SBU leadership.
- Maintain focus on data integrity and producing work of the highest quality.
- Provide timely reports and data and trends analysis.
- Assess the current QA framework and provide recommendations to ensure the QA process and results are realistic and correlate with other metrics like CSAT.
- Build and create reporting outlines, QA Scorecard, QA Audit Forms, QA process guides, and templates.
- Carry out the implementation or adoption of QA tools (e.g., SolidRoad, ScoreBuddy), ensuring proper setup and documentation.
- Conduct program education classes as directed by Management.
- Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines.
- Join client-facing meetings when required to speak to QA standards and best practices.
Requirements
- 3+ years of work experience as a QA.
- Computer and technical skills; proficiency in Google Suite and other tools such as CRMs (i.e. Zendesk, Gorgias, Salesforce, etc.)
- Proven ability to work in a fast-paced team setting
- Experience working in a high-volume support desk environment
- Attention to detail and a dedication to accuracy
- Ability to communicate escalations and technical concerns to Management
- 40-60 Words per minute typing speed
- Excellent reading comprehension, verbal, and written communication skills
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Ability to confidently relay feedback, guidance, and opportunities through coaching methods
- Excellent English language skills (written and verbal) and can speak to clients/stakeholders confidently
- Knowledgeable in doing Root Cause Analysis
- Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications.
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