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Responsibilities
- Develop detailed Ops QA plans, test cases, and tests
- Develop, implement, and ensure compliance with quality policies
- Provide recommendations on customer service tools and training
- Identify and create test scenarios for system components
- Monitor customer interactions for quality standards adherence
- Perform manual and automated testing of systems and call center software
- Collaborate with engineering and software teams for process refinement
- Continuously evaluate call center interactions for quality standards
- Assess operator performance and provide feedback for improvement
- Evaluate tools used by call center operators and resolve issues
- Prepare QA reports for stakeholders with findings, risks, and recommendations
- Participate in audits and reviews for compliance and improvement
- Enhance QA processes and methodologies
- Implement best practices and innovative testing techniques
- Provide training and mentorship on QA best practices
Requirements
- Bachelor’s degree in systems engineering or related field
- 6+ years of relevant experience
- U.S. citizenship required
- Top-Secret clearance with SCI eligibility
- Experience developing QA plans and test scenarios for call centers
- Experience with customer service quality policies and standards
- Experience with QA evaluations and compliance audits
- Knowledge of QA best practices and tools
- Ability to manage priorities and deadlines in a dynamic environment
Benefits
- Flex time allowing an average of 8 work hours per weekday
- Individual Benefits Account (IBA) with medical, vision, dental insurance
- 100% medical reimbursement
- Time off with pay
- Profit Sharing Plan (PSP)
- 401k
- Educational benefits and lifelong learning opportunities
- Stock options and additional stock based on performance
- Support for diversity and inclusion, including referral incentives
