Quality Analyst (Esc Billing)

(Internal Candidates Only – Job Posting not to be shared externally) 

Who is Blueprint? 

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. 

Why Blueprint? 

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, and 401k. 

What will I be doing? 

Blueprint is looking for a Quality Analyst to be part of the team. 

The Quality Analyst is part of our Services Management and Support Practice function. This role focuses on ongoing quality improvements for our internal Customer Support team. This role requires an experienced, highly organized support professional who can help define, drive and maintain continuous quality improvement for a large, fast-growing support team. 

Duties/Responsibilities:  

• Conduct customer support ticket reviews and provide feedback to team leads.
• Maintain proficiency in ticket handling by reviewing all emails, SharePoint announcements, and training updates as provided.
• Collaborate with stakeholders and internal teams to ensure that quality improvement efforts remain consistent with Blueprint and client quality standards.
• Work in a fluid, multi-cultural, close-working, diverse environment.
• Maintain poise, diplomacy, and professionalism at all times.
• Complete assigned tasks and projects in a timely manner.
• Meet productivity targets following set cadence.
• Meet performance targets and maintain appropriate calibration with other Quality Analysts.
• Additional duties and special projects as assigned. 

Qualifications: 

• Bachelor’s degree preferred or relevant work experience with preference towards business, technical or quality focus.
• Experience in a Customer Support field as a plus.
• Experience as a gamer is a plus.
• 1+ years as a Customer Service Agent required. 
• Fluency in English and proven proficiency in ESC Billing space are required. Experience in other lines of business and fluency in additional languages are a plus

Skills/Abilities:  

• Ability to concentrate on routine tasks for extended periods of time.
• Critical/analytical thinking with the aptitude to make quick accurate judgment.
• Meticulous attention to detail and the ability to rely on most current documentation.
• Proven track record of high productivity and quality performance.
• Strong empathetical communication skills with good time management and attendance.
• Ability to handle sensitive, confidential data.

Essential Functions:  

Availability:  

• Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy. 
• Specific work shifts may be subject to change based on business needs.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.    

Physical Requirements:  

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements. 
• Ability to sit at a workstation for extended periods, engaging with content on a monitor. 
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.  

Communication and Collaboration:  

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.  
• Role may require the ability to communicate in written form other languages as specified based on engagement requirements.  
• Openness to receiving constructive feedback and maintaining courtesy in interactions.  

Independent Judgment and Time Management:  

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.   

Accessibility Accommodations:  

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.  

  Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: ($25.00 - $27.25). The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

FLSA - Job Classification:  Non-Exempt - Hourly, Full Time Position 

Location: Hybrid (Work from home and in-office located in Bellevue, WA)