quality assurance analyst

MillerKnoll

<div>
 <strong>
  Why join us?
  <br/>
  <br/>
 </strong>
 Our purpose is to design for the good of humankind. It&rsquo;s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 We are currently hiring a self-driven, passionate, skilled application testing engineer experienced with testing applications developed for CAD (2D and 3D) visualization design / configuration.
 <br/>
 <br/>
 If you do software testing in an environment with new and challenging problems to solve, then MillerKnoll is the right place to apply!
 <br/>
 <br/>
 <strong>
  Principal Duties and Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Perform software testing and Quality Assurance services including test plan creation, test case authoring, defect tracking, software requirements review, automation testing and product deployment.
  </li>
  <li>
   Create technical documents including quality status reports, test plans, test cases, requirements traceability and technical help documentation.
  </li>
  <li>
   Author presentations, flow charts, diagrams, and other project documentation and deliver demonstrations of core products and solutions.
  </li>
  <li>
   Ensure QA process is followed efficiently within the scrum team.
  </li>
  <li>
   Work with customers to determine breadth and depth of quality assurance and test automation needs, support User Acceptance Testing (UAT) efforts.
  </li>
  <li>
   Build and maintain testing environment configurations
  </li>
  <li>
   Work closely with Scrum Masters, POs, developers, data specialist and other team members to ensure common prioritization and delivery expectations
  </li>
  <li>
   Performs additional responsibilities as requested to achieve business objectives
  </li>
  <li>
   Working on in-house automation tools
  </li>
  <li>
   Designing, writing &amp; executing test automation scripts using test automation frameworks
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Criteria
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience testing applications including 2D/3D based CAD customization tools and web applications in a large scale fast paced environment
  </li>
  <li>
   A minimum of a bachelor&rsquo;s degree in mechanical engineering/ computer science/ information technology
  </li>
  <li>
   Domain knowledge of MCAD/ mechanical engineering/ manufacturing industry strongly desired
  </li>
  <li>
   Domain knowledge of engineering, and the use CAD/CAE tools for modeling
  </li>
  <li>
   Proven track record in Software Quality Assurance and Test Automation
  </li>
  <li>
   Significant experience with Quality Assurance strategies and methodologies, such as Traditional Waterfall and Agile methodologies
  </li>
  <li>
   Deep experience in Requirements Gathering, Product Acceptance, Technical Documentation and End-User Training.
  </li>
  <li>
   Proven experience in the testing, implementation, and support of CAD software solutions
  </li>
  <li>
   Experience with the use of automation testing tools
  </li>
  <li>
   Familiarity with the Regression testing process
  </li>
  <li>
   Expertise in 3D solid modeling and prototyping with a strong background in design utilizing all types of isometric, section, and assembly drawings.
  </li>
  <li>
   Detail-oriented, results-minded team player with superior written, verbal, and interpersonal communication skills.
  </li>
  <li>
   Good understanding of programming concepts so that he/she can identify opportunities for automation within software processes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   A minimum of 4 years of software industry experience, out of which 3+ years of testing the CAD application testing is an added advantage. Or 6+ years of CAD designing experience and Strong knowledge in software testing.
  </li>
  <li>
   Passionate about Software testing.
  </li>
  <li>
   Excellent written and verbal English communication skills
  </li>
  <li>
   Excellent analytical and problem-solving skills
  </li>
  <li>
   Must be a self-starter and can work independently on diverse problems
  </li>
  <li>
   Ability to quickly gather requirements, explore multiple approaches and suggest solutions
  </li>
  <li>
   Experience in agile development processes such as SCRUM or Kanban
  </li>
  <li>
   Worked on Jira software
  </li>
  <li>
   Ability to work in a UK/US shift preferred
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Beneficial But Not Essential
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience in 3D application testing and good understanding of 3D visualization
  </li>
  <li>
   Programming knowledge in C C++
  </li>
  <li>
   Having 2 to 3 years of experience in any desktop application automation
  </li>
  <li>
   Having 1 year of support is an added advantage.
  </li>
  <li>
   Interest / knowledge in user experience, usability standards
  </li>
  <li>
   Certification in software testing standards and qualifications
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  MillerKnoll is an equal opportunity employer
  <br/>
  <br/>
 </strong>
 <strong>
  Who We Hire?
  <br/>
  <br/>
 </strong>
 Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We&rsquo;re committed to equal opportunity employment, including veterans and people with disabilities.
 <br/>
 <br/>
 MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.
</div>


Quality Assurance Analyst

Viaplus By VINCI Highways

<div><b>ABOUT VIAPLUS</b>:<br>
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.<br>
<br>
We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. <b>ViaPlus</b> is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.<br>
<br>
We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a &ldquo;one account&rdquo; feature that supports multimodal transportation solutions. In a rapidly changing environment, <b>ViaPlus</b> maintains a strong focus on technology and continuous R&amp;D to improve agency efficiencies, reduce operating expenses, and maximize revenue &ndash; all while providing exceptional customer service.<br>
<br>
<b>Learn more: </b><b>http://www.viaplus.com</b><br>
<br>
<b>ABOUT VINCI HIGHWAYS</b><br>
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.<br>
<br>
More information:<br>
https://www.vinci-concessions.com/en/vinci-highways<br>
https://www.linkedin.com/company/vinci-highways/<br>
@VINCIConcess<br>
<b>JOB PROFILE</b>: Quality Assurance Analyst (Bilingual)<br>
<b>JOB LOCATION:</b><b> </b>Austin, TX (on-site)<br>
<b>SUMMARY:</b><br>
The Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of ViaPlus call and contact center employees who deal with existing and potential customers. The QA Analyst will listen to and monitor inbound and outbound calls, review emails responses to assess communication technical accuracy, evaluate customer service performance, and conformity to ViaPlus policies and procedures. The successful candidate will work closely with various departments to assess processes and recommend potential improvements.<br>
<b>JOB RESPONSIBILITIES:</b><div><div><div>
The following items outline the major duties and responsibilities in addition, other duties may be assigned.</div></div><br>
<div><div><ul><li>
Evaluate English and Spanish customer interactions to identify areas of service delivery that meet performance standards and areas that did not meet performance standards.</li><li>
Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.</li><li>
Assist in drafting quality assurance policies and procedures.</li><li>
Investigate customer complaints and customer service issues.</li><li>
Interact with operations during QA Calibration Sessions.</li><li>
Provide feedback in accordance with procedures to Quality Manager, Call Center Operations, and Call Center Leadership. Provide timely coaching requests to Supervisor to ensure continuous improvement.</li><li>
Participates in the design of call monitoring processes and scorecards.
</li><li>Uses quality monitoring data to compile and track performance at team and individual level.
</li><li>Provides actionable data to various internal support groups as needed.
</li><li>Prepares and analyzes internal and external quality reports for management staff review.
</li></ul>Other duties may be assigned</div></div><br>
</div><b>
QUALIFICATIONS:</b><div><div><div>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div></div><br>
<div><div><ul><li>
Strong analytical and problem-solving skills.</li><li>
Excellent communication skills, both written and verbal. (Bilingual Preferred)</li><li>
Meticulous attention to detail.</li><li>
Ability to develop, create, and utilize spreadsheet software (Microsoft Excel), and Word processing software (Microsoft Word) daily.</li><li>
Strong organizational skills with ability to meet deadlines.</li><li>
Writes with proper grammar, punctuation, and professionalism.
</li><li>Experience performing quality audits.</li><li>
Familiarity with quality performance standards.</li><li>
Experience with QA procedures and tools.</li><li>
Demonstrates ability to work independently.</li><li>
Experience working with Quality Management Systems.</li></ul>
Data analysis skills.</div></div><br>
</div><b>
EDUCATION &amp; EXPERIENCE:</b><ul><li>
3+ years as Call Center Experience
</li><li>Quality Assurance Experience a plus</li><li>
Bachelor's degree in applicable field of study preferred or equivalent combination of education, certification and job experience may be considered.</li></ul><b>
SUPERVISORY RESPONSIBILITIES</b><br>
N/A<br>
<b>WORK ENVIRONMENT</b><br>
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.<br>
<p>
</p><p>Qvqv1ZLFCH</p></div>

Bilingual Quality Assurance Analyst

Suncoast Credit Union

<div>Overview:
<div><b>
Compensation: </b>$59,000 - $95,000 <i>based on experience and credentials</i></div><div><b>
Location Type: </b>Remote</div><div><b>
Time type:</b> Full-time</div><div></div><div><br>
The Software Quality Assurance (QA) Analyst applies software quality assurance practices and principles throughout the software development life cycle. This role is a key player in the planning, design, and execution of software testing. The QA collaborates with the development team and business analysts to ensure the test cases are based on the software requirements and validates the software meets established quality standards. This individual will embrace automation to reduce repetitive manual testing overhead to optimize processes and meet organizational needs directly related to strategic initiatives. Additionally, this individual will cultivate relationships with varying departments throughout the credit union, acting as a liaison between business user groups and technical systems groups.</div><br>
<div></div>
Responsibilities:
<ul><li>Ensure all product and application deliverables are fully tested and approved before public use to ensure a &ldquo;zero-defect&rdquo; policy for all assigned projects</li><li>
Maintain extensive knowledge of existing APIs with all desktop software used within the credit union</li><li>
Review and analyze system specifications</li><li>
Consult with the Learning and Development Department to create training materials needed for new processes or initiatives</li><li>
Collaborate with the team to develop effective strategies and test plans</li><li>
Execute test cases (manual or automated) and analyze results for browser, mobile and API testing</li><li>
Verify all modifications and new features are communicated to staff</li><li>
Utilize Microsoft Azure DevOps</li><li>
Evaluate product code according to specifications</li><li>
Create logs to document testing phases and analyze defects</li><li>
Report bugs and errors to development teams, troubleshoot issues</li><li>
Conduct post-release and post-implementation testing</li><li>
Communicate with cross-functional teams to ensure quality throughout the software development lifecycle
</li><li>Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise
</li><li>Attend educational events to increase professional knowledge</li></ul>
Qualifications:
<ul><li>Bachelor&rsquo;s degree in business, information technology, or a related field <i>(A comparable combination of work experience and training may be substituted for education requirements)</i></li><li>
3+ years of experience in quality assurance and software testing or progressive responsibility in related business functions with a financial institution</li><li>
Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines</li><li>
Accurate, detail-oriented, and organized with task management
</li><li>Ability to analyze and resolve difficult and complex problems</li><li>
Good knowledge and understanding of all credit union computer systems and software applications required to perform job duties</li><li>
Good written, verbal and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulator</li><li>
Ability to influence others regarding policies, practices, and procedures</li><li>
Works independently with general supervision</li></ul><div><b>
Benefits
</b></div><ul><li><b>Financial Well-Being: </b>Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts</li><li><b>
Wellness: </b>Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
</li><li><b>Work-Life Balance: </b>11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO</li><li><b>
Community Involvement: </b>Paid Volunteer Hours</li><li><b>
Growth: </b>Degree Assistance up to $5,000 per year</li></ul><p><i>
For more information, including additional benefits, please visit our benefits website at </i><b>https://careers.suncoastcreditunion.com/benefits</b></p><div></div><div><b><br>
Company Overview
</b></div><p>Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.</p><p><i>
For more information, please visit our careers site at </i><b>https://careers.suncoastcreditunion.com/</b></p></div><div></div>

Software Quality Assurance Analyst

ELSEWEDY ELECTRIC T&D

<div>
 <p>
  <strong>
   About us:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Elsewedy Electric: Powering Progress, Empowering PeoplE
 </p>
 <p>
  <br/>
 </p>
 <p>
  For over 80 years
  <strong>
   , Elsewedy Electr
  </strong>
  ic has been a leading manufacturer of electrical products and solutions, operating in 19 countries with over 18,000 employees. We offer a diverse range of products across wire &amp; cable, electrical equipment, engineering &amp; construction, digital solutions, and infrastructure investments. Beyond our manufacturing prowess, we're passionate about creating a positive and empowering work environment for our team. We foster a culture of diversity, inclusion, and continuous learning, providing opportunities for professional development and career growth. Our commitment to employee well-being extends beyond compensation with initiatives promoting work-life balance and overall well-being. Join us and be part of a company that's not just powering progress, but empowering people to build a brighter future.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This job opportunity is offere
  <strong>
   d by Elsewedy Electric Graduate Development Program
  </strong>
  The program is designed for Graduates with 0-2 years' of experience. The program offers various job rotations, mentorships, coaching &amp; trainings. 2023 &amp; 2024 Graduates are welcomed to apply
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Roles &amp; Responsibilities:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirement Gathering:
  </strong>
 </p>
 <ul>
  <li>
   Collaborate with project managers, engineers, and procurement teams to understand business needs and challenges.
  </li>
  <li>
   Conduct interviews and workshops to gather and document functional and technical requirements.
  </li>
 </ul>
 <p>
  <strong>
   Process Analysis and Documentation:
  </strong>
 </p>
 <ul>
  <li>
   Analyze existing business processes and workflows within the EPC domain.
  </li>
  <li>
   Create detailed process maps, flowcharts, and business requirement documents (BRDs).
  </li>
 </ul>
 <p>
  <strong>
   Solution Design and Support:
  </strong>
 </p>
 <ul>
  <li>
   Work with IT and development teams to design and implement software solutions tailored to EPC projects.
  </li>
 </ul>
 <p>
  <strong>
   Data Analysis and Reporting:
  </strong>
 </p>
 <ul>
  <li>
   Use data analysis tools (e.g., SQL, Excel, Power BI) to extract insights and support decision-making.
  </li>
  <li>
   Develop dashboards and reports to track project performance, procurement status, and construction timelines.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   You're a great fit if you have:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in computer science, Information Technology, or a related field.
  </li>
  <li>
   0-2 Years' of experience in the same field.
  </li>
  <li>
   Fluent Written and Verbal English is a
   <strong>
   </strong>
   must and French is additional.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical Requirements:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Proficiency in data analysis tools (e.g., SQL, Excel, Power BI) and programming languages (e.g., Python, Java) is a plus.
  </li>
  <li>
   Ability to create and analyze BPMN diagrams to clearly model business processes.
  </li>
  <li>
   Capability to evaluate workflows, identify inefficiencies, and recommend improvements.
  </li>
  <li>
   Understanding of software development concepts, system integration, and technical documentation.
  </li>
  <li>
   Proficiency in documenting current and future state processes using modeling tools such as Visio.
  </li>
  <li>
   Strong problem-solving skills to assess process impact and determine root causes.
  </li>
  <li>
   Experience collaborating with technical teams and business stakeholders to gather and clarify requirements.
  </li>
  <li>
   Familiarity with BPMN tools and project collaboration platforms (e.g., Jira, Confluence, Git).
  </li>
  <li>
   Understanding of APIs, databases, and system integrations.
  </li>
 </ul>
</div>


<div>Overview:
<div>
This position will serve as a construction quality assurance (QA) representative responsible for assisting Customs and Border Protection (CBP) in execution of construction along the borders of the United States. The construction QA representative shall have experience in construction oversight execution, controlling and closing of projects. A background in construction management is required. The candidate shall have strong communication skills, a demonstrated ability to deliver innovative solutions, and possess the skill of creative problem solving.</div><div></div><div><b><br>
This is a full-time, temporary position lasting 12-36 months.</b></div><div></div><div><br>
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.</div><div></div><div><br>
Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors&mdash;helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.</div>
Responsibilities:
<div>
Representative responsibilities include the following:</div><ul><li>
Maintain surveillance, on a day-to-day basis, over the full range of field engineering activities associated with specific phases of a major military construction project.</li><li>
Provide expertise and guidance concerning safety and quality assurance. Ensure adherence to safety regulations in day-to-day construction activities.</li><li>
Review contractor's proposed schedules for logic, adequacy, and practicability that milestones will be met.
</li><li>Review contractor's payment estimate submittals, progress measurement data, and reports of materials and equipment used.</li><li>
Prepare daily activities report, which includes instruction to contractor representative, quantities of pay items placed, weather conditions, progress of construction, reasons for delay, and any unusual problems encountered.</li><li>
Provide expertise and guidance concerning safety and quality assurance to all sections and personnel under the purview of the project.</li><li>
Ensure compliance with environmental Best Management Practices per the contract.</li><li>
Support project related outreach efforts as required.</li><li>
Support construction oversight manager and Government COR/Project Manager as directed in support of construction execution.</li><li>
Analyze problems and review and interpret the requirement of plans and specifications.</li><li>
Monitor the layout of work and inspection of all work in progress.</li></ul>
Qualifications:
<ul><li>3 to 10 years of experience and a bachelor&rsquo;s degree.
</li><li>Education substitutions:
<ul><li>6 years' work experience may be substituted for a bachelor's degree,</li><li>
associate's degree plus 4 years' work experience may be substituted for a bachelor's degree.</li></ul></li><li>
3 years of construction oversight experience including surveillance, monitoring, and controlling construction of all types (horizontal construction preferred), to ensure compliance with contract documents and to ensure use of proper construction materials and techniques. Experience should also include reviewing construction technical data for progress reports, preparing data for processing of pay estimates for construction projects, and enforcing construction industry and safety standards on construction projects.
</li><li>One or more of the following certifications are highly preferred:<ul><li>
OSHA 30 Construction</li><li>
Mobile Elevated Work Platform (MEWP)</li><li>
Construction Quality Management (CQM)
</li><li>EM 385-1-1</li></ul></li><li>
Proficiency in Microsoft Word, Excel, Outlook, PowerPoint, and SharePoint.</li><li>
Proficiency with project management software (Procore, Autodesk, etc.).</li><li>
Ability to communicate clearly with a variety of stakeholders.</li><li>
Ability to effectively solve problems.</li><li>
Strong communication skills, both oral and written.</li><li>
A true team player who maintains a positive attitude in a dynamic environment.</li><li>
Experience in managing multiple projects with independent schedules and budgets simultaneously.</li><li>
Ability to travel between job sites, if requested.</li><li>
Work location _________________________.</li></ul><div><b>
Salary Range: </b>$80,000.00 To $110,000.00 Annually</div><div>
Ability to pass a government background investigation, including financial, criminal, residential, educational, foreign affiliation, prohibited substance use, and employment verifications; active U.S. Customs and Border Protection background investigation preferred. Please note that only U.S. citizens are eligible for a suitability determination.</div></div>

Construction Quality Assurance Analyst

Stamford Health

<div><p>Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for a Full-time Medical Assistant in Norwalk.
<br>
As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
</p><ul><li>Competitive salary
</li><li>Comprehensive, low-cost health insurance plans available day one
</li><li>Wellness programs
</li><li>Paid Time Off accruals
</li><li>Tax deferred annuity and (403b) pension plan
</li><li>Tuition reimbursement
</li><li>Free on-site parking</li></ul></div>
<br><div><p>The Contact Center Quality Assurance Analyst is responsible for quality monitoring incoming and outgoing calls via Voice and/or chat as well as associated documentation and/or scheduling of the appointments generated by Centralized Contact Center phone staff. The Contact Center Quality Assurance Analyst will provide actionable insight and assessing the quality of the performance of the Contact Center phone throughout Stamford Health who handle inbound/outbound calls with our existing and potential patients.
</p><p><b>MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:
</b></p><ul><li>Coordinate and/or participate call calibration sessions for all Contact Center phone staff throughout the organization.
</li><li>Provide balanced constructive feedback in partnership with the Contact Center Supervisors and prepares weekly and monthly reporting to Stamford Health leadership regarding staff performance.
</li><li>Effectively measure compliance against established expectations of the role and responsibilities of Centralized Contact Center phone staff <b>(Quality requirements will differ depending on the department)
</b></li><li>Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices.
</li><li>Evaluate and identify key behaviors that improve the patient experience.
</li><li>Detect broken internal processes, skills gaps and make informed decisions on how to bridge the gap and other areas of the organization that may be impacted by these changes.
</li><li>Monitor healthcare industry trends <b>(i.e., top missed points) </b>month to month at the agent and organizational level.
</li><li>Effectively research and report what other healthcare organizations are practicing to help improve the patient experience.
</li><li>Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review.
</li><li>Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the Stamford Health&rsquo;s Contact Center the best in the market.
</li><li>Design evaluation programs that remain focused on maintaining positive patient experiences.
</li><li>Assist in departmental cross-training for quality assurance.
</li><li>Strong ability to work independently and remotely when assigned.
</li><li>Demonstrate behavior consistent with Stamford Health&rsquo;s mission, vision, goals, objectives, and patient care philosophy.
</li><li>Demonstrate regular, consistent, and punctual attendance.
</li><li>Serve as the back up to other members of the support team to include Quality Associate, Team Lead and/or Training Instructor when needed.
</li><li>Partner with members of the staff support team to respond to pertinent emails and provide support for frontline phone staff.</li></ul></div>
<br><div><ul><li>2 to 3 years&rsquo; experience in a Contact Center or customer service environment with emphasis on quality improvement.
</li><li>Strong interpersonal skills with the ability to be self-directed and an attention to details.
</li><li>Strong ability to work on various assignments simultaneously.
</li><li>Strong ability to communicate tactfully, verbally in writing and in person at various different levels within or outside of the organization.
</li><li>Proficient with Microsoft Office &ndash; Word, Excel, and PowerPoint
</li><li>Ability to work on multiple tasks and effectively prioritize work to achieve company and personal goals
</li><li>Proficient organizational skills in relation to scheduling <b>(daily, weekly, monthly, yearly) </b>tasks
</li><li>The ability to deal with the demand of a fast paced and high-volume operation
</li><li>Ability to support internal staff
</li><li>Results-oriented with a willingness to take responsibility and initiative</li></ul></div><br><div></div><br><div></div>

Quality Assurance Analyst, Contact Center

Wipro

<div>Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients&rsquo; most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.<div><div><div><h2 class="jobSectionHeader"><b>
Job Description</b></h2></div><div><p><b>
Role Purpose</b></p><p><br>
The purpose of this role is to conduct audits to ensure quality compliance within the account.</p></div></div><div><div><h2 class="jobSectionHeader"><b><br>
&#847;</b></h2></div><div><p><b>
Do</b></p><ul><li><b>
Conduct process quality audits as per plan</b><ul><li>
Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines</li><li>
For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week</li><li>
Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required</li><li>
Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)</li><li>
Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.<br>
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
&#847;</b></h2></div><div><p><b>
Deliver</b></p><p></p><div><div><div><br>
No.</div><div> Performance Parameter</div><div> Measure</div></div><br>
<div><div>
1.</div><div> Audit</div><div> Adherence to the calendar; audit targets<br>
Compliance % as per audit reports &acirc;&#128;&#147; zero misses</div></div><br>
<div><div>
2.</div><div> Process Compliance</div><div> Case targets &acirc;&#128;&#147; 2 hours/ week logged to be updated with the process</div></div></div></div></div><p></p><div><div><h2 class="jobSectionHeader"><b><br>
&#847;</b></h2></div></div><div></div><div><div><h2 class="jobSectionHeader"><b>
&#847;</b></h2></div></div></div><div></div>
Mandatory Skills: L&amp;P Policy Acquisition &amp; Servicing.<br>
<p></p>
Experience: 1-3 Years.<br>
<p></p>
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.</div>

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