QA Analyst

Job not on LinkedIn

🔥 1 minute ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $60.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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InspiriTec, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

💼 Consulting

🏛️ Government

🌍 Social Impact

Consulting • Government • Social Impact

InspiriTec, Inc. is an award-winning provider of contact center and help desk solutions, focused on delivering exceptional customer service through the affirmative employment of professionals with disabilities, veterans, and disadvantaged individuals. The company emphasizes the integration of customized technology with its mission of fostering inclusive employment opportunities. With a proven track record, InspiriTec not only supports its team members but also generates significant business results, employing over 3,500 individuals with disabilities since its inception.

📋 Description

• Monitor calls and tickets • Provide feedback and coaching to call center and email/web CSRs • Interface with management on quality levels and performance • Recommend solutions to quality issues • Pull quality reports and use spreadsheets to format and modify reports • Apply NASA call center and enterprise help desk policies and procedures to rate CSR quality standards and correct resolutions • Identify service issues using strong customer service skills • Work with trainers and knowledgebase writers to improve processes and job aids • Assist management and supervisors with quality improvements • Interface with the government on monitoring and quality scores with management assistance • Track quality reviews and monitoring, ensuring monthly review targets are met • Assist trainers in training new CSRs on quality and monitoring review processes • Perform assigned tasks independently • Coordinate with teammates on quality follow-up action items • Communicate effectively and maintain positive working relationships with NASA leadership and other contracts

🎯 Requirements

• High school diploma • Experience using ServiceNow Knowledge Management • Strong knowledge of NASA Tier 1 contact center and enterprise service desk processes and procedures • Strong organizational skills; ability to multitask, balance, and prioritize work without sacrificing attention to detail • Excellent writing skills and ability to understand technical calls into the ESD regarding first-call resolution and correct customer answers • Ability to quickly learn new project areas and attend training on new topics • Ability to communicate and work effectively with other groups and teams • Interpersonal skills for communicating and providing leadership and work guidance to less experienced personnel • Ability to work independently with good time-management and organizational skills • Excellent written and oral communication skills • Ability to work in a fast-paced, team-oriented environment • Ability to prioritize and drive results with a high emphasis on quality • Experience with quality processes in the ESC is a plus • Must be able to obtain appropriate NASA security access and Public Trust clearance • Ability to calculate percentages and understand recalculating numbers • Ability to apply common-sense understanding to detailed written or oral instructions • Ability to deal with problems involving a few concrete variables in standardized situations • Detail-oriented and customer-focused • Able to work independently with minimal supervision • Physical ability to sit, talk, hear, use hands, occasionally stand, walk, reach, stoop, kneel, crouch, crawl, and occasionally lift/move up to 10 pounds