Quality Assurance Analyst

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for a Quality Assurance Analyst role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

The QA Analyst supports Service Desk quality assurance activities through review of customer interactions, ticket documentation, process compliance, and SLA adherence. Analysts help identify trends and recommend opportunities for service improvements.

Additionally, in this position you will:

• Review calls, tickets, emails, and customer interactions for quality compliance.
• Validate adherence to SOPs, scripts, and service standards.
• Track SLA performance and quality metrics.
• Perform ticket audits and documentation reviews.
• Identify training opportunities and recurring quality issues.
• Prepare quality assurance reports and scorecards.
• Support customer satisfaction and improvement initiatives.
• Participate in process improvement reviews.

Qualifications:

• Associate's degree or equivalent experience.
• Two (2) years of customer service, help desk, or quality assurance experience.
• Strong analytical and documentation skills.

• Knowledge of Windows operating systems and Microsoft Office products.

Desired Skills:

• Call center QA experience.

• ServiceNow reporting experience.
• Excel and data analytics proficiency.