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QA Analyst

1 month ago

New York, United States Russell Tobin & Associates Full time



What are we looking for in our QA Analyst?

Remote role (EST)
12 Months contract (possible extension)
$40/hr - $45/hr W2 (Depends upon experience)

As a Quality Analyst, you will play a crucial role in guaranteeing the delivery of exceptional customer support by our Business Support Engineering team. Your primary responsibility will be to review and assess customer support interactions between our engineers and both internal and external clients to determine their effectiveness in resolving issues and adherence to our quality standards for customer support communications.

Job Responsibilities:

  • Become a subject matter expert of the WA/EMS/IG Business API for all platforms. 
  • Perform quality audits (internal/external) of support tickets based on our quality standards; accompanied with meaningful and constructive feedback. 
  • Conduct root cause analyses, and provide recommendations to drive continuous improvement. 
  • Support our vendors by performing weekly AofA and share feedback with them by attending weekly reviews. 
Skills:
  • Solid understanding of API functionality, and performing API calls
  • Understanding of REST API Methods and Webhooks
  • High degree of analytical rigor and ability to work with complex, ambiguous, or unstructured data (i.e., spotting outliers/inconsistencies, - formulating hypotheses explaining the data, etc.). 
Education: Associate degree, Bachelor's degree, Tech Boot Camp graduate

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors

#CB

Rate/Salary: $40 - $45

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