Quality Assurance Specialist

2 weeks ago

Sterling Heights, Michigan, United States Northstrat Full time
Job Overview

Northstrat is in search of a knowledgeable and motivated Quality Assurance (QA) Specialist to enhance our vibrant workforce. The successful applicant will possess expertise in various domains, including customer service operations, QA methodologies, quality monitoring, and reporting, as well as efficiency enhancement techniques. This position requires an individual who is proactive and capable of transforming loosely defined tasks into high-quality deliverables.

Core Responsibilities

  • Craft comprehensive QA plans, test scenarios, and execute testing based on system specifications and design documentation.
  • Establish, implement, and uphold policies related to customer service quality assurance.
  • Advise on tools for customer service operations and quality assurance, as well as training for support teams to surpass customer expectations.
  • Identify and develop test scenarios for integrated systems to verify functionality, performance, and security.
  • Oversee customer interactions to guarantee compliance with established quality standards.
  • Conduct both manual and automated testing to ensure the integrity of systems and call center applications.
  • Collaborate with engineering and software teams to refine processes and procedures.
  • Continuously assess call center interactions to ensure compliance with quality protocols.
  • Evaluate operator performance metrics through available applications or manual analysis.
  • Provide constructive feedback and recommendations for enhancing operator performance.
  • Assess the effectiveness of tools utilized by call center operators.
  • Identify potential issues with tools that could affect operator performance or customer satisfaction.
  • Work with IT and software teams to address tool-related challenges and enhance functionality.
  • Prepare detailed QA reports for stakeholders, summarizing key insights, risks, and suggestions.
  • Engage in audits and evaluations to demonstrate adherence to quality standards and ongoing improvement.
  • Spot opportunities to advance QA processes and methodologies within customer service operations.
  • Implement best practices and innovative testing strategies to boost efficiency and effectiveness.
  • Offer training and mentorship to team members on QA best practices and tools.

Qualifications

  • Education: Bachelor's degree in systems engineering or a related discipline.
  • Experience: Minimum of 6 years in a relevant field.
  • Citizenship: Must be a U.S. citizen.
  • Clearance: Top-Secret clearance with SCI eligibility.
  • Proven experience in developing and executing QA plans and test scenarios for customer service operations.
  • Experience in formulating and enforcing customer service quality policies.
  • Familiarity with quality standards and monitoring protocols.
  • Experience in conducting QA evaluations and compiling reports with key findings and recommendations.
  • Experience in performing QA compliance audits focused on continuous improvement.
  • Knowledge of QA best practices and tools.
  • Ability to excel in a fast-paced, dynamic environment while managing priorities and deadlines effectively.

Preferred Skills

  • Experience in providing commercial communication services to government or Department of Defense clients.
  • Familiarity with commercial space mesh and Business to Government (B2G) service offerings.
  • Understanding of Department of Defense space-based internet service provider customer support.
  • Knowledge of system architectures utilizing Amazon infrastructure and services.

Benefits

Northstrat is committed to promoting a healthy work-life balance. We offer flexible benefits tailored to meet the diverse needs of our employees. Our benefits programs support wellness, healthy living, retirement planning, and lifelong learning.

Flexibility

We do not enforce strict working hours. While project demands may dictate schedules, employees are only required to average 8 hours of work per weekday over a month.

Individual Benefits Account (IBA)

To attract and retain top talent, Northstrat provides a flexible benefits package through the IBA, allowing employees to choose options that best fit their needs, including medical expenses, paid time off, and educational benefits.

Profit Sharing Plan (PSP)

The PSP is a retirement plan funded semi-annually, contributing a portion of employee compensation to support long-term financial security.

Stock Options

As an employee-owned company, Northstrat offers stock options to new employees, with additional opportunities based on individual performance achievements.

Lifelong Learning

We foster a culture of growth and development, providing resources for continuous skill enhancement through online learning and training events.

Diversity and Inclusion

Northstrat values diversity and encourages an inclusive workplace. We support employee-led initiatives and offer referral incentives to promote a positive work environment.

Northstrat is an Equal Opportunity Employer, committed to fostering a diverse workplace where all qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected status.

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