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Quality Assurance Analyst

Inserso Corporation

This is a Full-time position in Chandler, AZ posted June 9, 2021.

CMMI-ML3 | ISO 9001:2015 | ISO 20000-1:2018 | ISO 27001:2013

Inserso’s success over the years has been a direct result of its outstanding motivated employees. Inserso employees take pride in their work and enjoy seeing the positive results of their work efforts. You will have the ability to make a difference for yourself, our customers and Inserso! Please email, fax, or mail your cover letter and resume to:

We want to hear from candidates directly, recruiters please do not contact us. Inserso is an Equal Opportunity Employer.

Open Positions

ID 20960 

Title Quality Assurance Analyst 

Location Chandler, AZ 

Description

Inserso is seeking a Quality Assurance (QA) Analyst to join the team for a rewarding and challenging opportunity at a government customer site in Chandler, AZ. The QA team provides Quality Assurance support for several functional areas including IT Service Desk, Active Directory and Exchange, Network Operations Center, and the Program Management Office among others. The QA Analyst will monitor, evaluate/report incident reports, telephone calls, and customer satisfaction based on available data. The QA analyst will be tied into the Change Management process and is expected to support Change Management functions such a review of changes and hosting of change forums. As part of a continuous process improvement role, the QA Analyst will also play a critical role in reporting deviations, tracking and reporting error trends, and monitor the results of training and other corrective measures.

This role will include, but will not be limited to the following responsibilities:

  • Review, listen, and score a random sample of live and recorded calls and tickets using checklists to ensure adherence to quality and customer service standards
  • Review and update Changes from individual system owners and enter them into the Change Management System
  • Audit flagged calls to identify areas of improvement
  • Work with our Program Leadership to recommend program improvements or adjustments to service/project processes to improve quality of service 
  • Execute and maintain automated methods for monitoring identified Key Performance Indicators (KPIs) 
  • Enhance and improve quality control methodologies to ensure compliance with quality assurance standards, guidelines, and procedures in a large computer-based organization 
  • Develop and define major and minor characteristics of quality including quality metrics and scoring parameters and determine requisite quality control resources 
  • Establish and maintain a process for evaluating hardware, software, and associated documentation and/or assist in the evaluation 
  • Conduct and/or participate in formal and informal reviews at pre-determined points throughout the development lifecycle
  • Assist with the development and deliver QA program training material for future program enhancement
  • Document and report service issues and assist in the development of correction plans
  • Monitor project performance against project and quality processes to ensure conformance 
  • Interact with Team Leads and Assistant Leads to ensure that quality requirements are clearly defined, communicated, and adhered to consistently
  • Support training and knowledge sharing efforts

Required Skills:

  • Associate Degree or equivalent experience
  • 5 years of IT Support experience or other relevant experience
  • 1 year performing as a Quality Assurance Analyst within an enterprise environment
  • Working knowledge of database structures and associated reporting platforms
  • Experience in analyzing data to provide metrics and performance reports
  • Experience with change/configuration management processes
  • Have a familiarity with SLM (System Life Cycle) processes
  • Proficient with Microsoft Office /365 with advanced skills in MS Access and Excel
  • Experience with ServiceNow or other similar ITSM tools
  • Excellent written and verbal communication skills in both formal and informal formats, and the ability to host a Change Board forum
  • Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process

Preferred Skills:

  • Exposure to IT Operational technologies, including networks, routers, switches, Operating Systems, etc
  • Experience utilizing, creating, and updating Knowledge articles for use by other technicians

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

EEO Statement

Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.

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