Quality Assurance Analyst I

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development. 

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success. 

An Average Day

As a Quality Assurance (QA) Analyst I  you will be responsible for assessing the quality of the performance of our end user Service Desk. In this role, you will monitor Service Level Agreement (SLA) metrics and assess technical accuracy, customer service performance, and conformity to company policies and procedures. You will also, assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for the overall program to enhance the customer experience. Additionally, in this position you will:

• Participate in design of monitoring formats and quality standards.
• Perform monitoring and provide trend data to site management and Quality team.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal and external support groups as needed.
• Provide feedback to service desk team and managers.
• Prepare and analyze internal and external quality reports for management staff review.
• Communicate professionally with all levels of staff both internal and external.

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with8 U.S.C. 1324b(a)(2)(C).
• Must be able to pass federal background investigation and obtain a Public Trust.
• At least two (2) years of quality assurance or customer service experience in a contact center.
• Higher education, training, or certification in quality assurance is a plus.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to work independently, self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening, time management, and analytical skills.
• Work effectively with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Adapt well to change and successfully set and adjust priorities as needed.
• Proficient with Microsoft Office (Word, Excel, Access, PowerPoint).