Quality Assurance Analyst

Job Locations US-MS-Ridgeland | US-AL-Birmingham | US-TN-Nashville
Posted Date 2 months ago(2/24/2021 1:30 PM)
Job ID
2021-8054
# of Openings
1
Category
Technology

Overview

We are very proud to announce that C Spire was named by Forbes as one of America's Best Midsize Employers in 2021!

(Click HERE to view our blog post on the announcement)

 

 

 

The Quality Assurance Analyst ensures consistent quality of Service Delivery by measuring and communicating accountabilities, validating processes, administrating applications, and providing documentation and training.  This role is embedded with our C Spire Business line-of-business.

Responsibilities

  • Work with Quality Assurance Management to define and recommend objectives, “Define Success,” in each area of Operations and in keeping with ITIL standards.
  • Execute specific short-term and long-term plans and programs pertaining to Quality Assurance, KPI Reporting and Continual Improvement.
  • Manage and Administrate the following applications or similar:
    • Bright Gauge
    • Formstack
    • Confluence
    • ConnectWise
  • Participate in recurring QA meetings.
  • Partner with Service Ownership to ensure knowledge and understanding of the C Spire Business Catalog, Service Definitions, Service Level Agreements (SLA), agreements and relevant operations polices, processes and procedures.
  • Prepare Operational reporting (weekly, monthly, quarterly, etc.) and participate in the analysis and presentation of the data.
  • Use reporting/trending/analysis to identify key areas of concern and work with necessary Operations members to develop action plans to address.
  • Maintain and improve Service Level Management and Service Level Reporting.
  • Recognize and resolve systemic issues (problems) to prevent them from repeating.
  • Analyze performance of Operations activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction.
  • Effectively and consistently communicate issues and ongoing operations with Quality Assurance Management.
  • Develop highly effective relationships across all departments.
  • Coordinate and collaborate with other departments cooperatively in establishing and carrying out responsibilities.

Qualifications

  • REQUIRED
    • 5+ years in technical roles required, preferably with C Spire or in a similar industry.
    • 5+ years of proven customer service experience required.
    • Experience in the development and continuous improvement of processes and procedures required.
    • Experience in developing teams and collaborative environments required.
    • ConnectWise experience required.
  • PREFERRED
    • Associates degree or higher in Computer Science or related field preferred.

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