Quality Analyst

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

 

 

 Must have skills - 

• Auditing Experience of customer transactions like Calls, Chats, Tickets, Emails, etc 
• Quality Reporting, Coaching & Feedback, Continuous Improvement skills, Stakeholder Management, Quality Performance Management

General Summary:

The Quality Analyst is responsible for developing and supporting the planning, design, and execution of process plans for products, software, and systems. This role works in partnership with the cross-functional teams to perform and validate test cases based on quality requirements and recommends changes based on quality guidelines set by the organization.

Essential Duties & Responsibilities:

• Provides support to the Quality & Process Consulting teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members practices
• Creates reports and presentations to illustrate analysis of data sets
• Documents and manages work in issues & project tracking programs
• Applies lean methodology to modify processes for submission to organize change management
• Adheres and implements quality SLA that are defined
• Manages weekly/monthly audit samples for specified customer transactions
• Facilitates feedback/coaching for Tech/CSR quality & service improvement
• Tracks and maintains teams quality score, CSAT performance & compliance
• Impacts the reduction in quality defects and customer dis-satisfiers
• Initiates root cause analysis and generates reports and intelligence for the business
• Undertakes process/quality improvement initiatives

Knowledge, Skills, and/or Abilities Required:

• Ability to manage projects and processes independently with limited supervision
• Advanced knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business requirements
• Proficiency in Microsoft Excel and Microsoft Word
• Excellent verbal and written communication skills
• Basic understanding of quality framework
• Ability to coach and improve Techs/CSR on Quality parameters.
• Ability to analyze and interpret data
• Knowledge of Lean & Six Sigma concepts
• Strong organizational and analytical skills

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience
• Preferred: Lean & Six Sigma certification

Working Conditions:

• Hybrid

 

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.