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Quality Assurance Specialist Jobs

Company

Covetrus
Address , Portland, Me
Employment type FULL_TIME
Salary
Expires 2023-06-27
Posted at 1 year ago
Job Description
SUMMARY:
Covetrus is seeking a Quality Assurance Analyst who will be responsible for ensuring the highest level of quality and support is provided to our customers by our Technical Support team. The person in the role will establish and maintain quality assurance guidelines, conduct quality audits, provide coaching and guidance to our team members, and drive continuous improvement through analysis of business intelligence. The ideal candidate will excel at communication across all organizational levels, possess strong data analysis skills, and demonstrate a passion for enhancing the customer experience.
DUTIES AND RESPONSIBILITIES:
Quality Assurance Audits
  • Identify service gaps and areas for improvement, providing actionable recommendations to enhance the quality and consistency of support provided
  • Conduct regular quality audits of support interactions and provide detailed feedback to team members, identifying areas for improvement and coaching on best practices.
  • Develop, implement, and maintain quality assurance policies and procedures in line with industry best practices
Data Analysis and Business Intelligence
  • Generate regular reports and insights to identify trends, areas of improvement, and opportunities for optimization
  • Monitor and analyze key performance indicators (KPIs) and metrics related to the Technical Support Team's service quality and efficiency
  • Collaborate with cross-functional teams to identify opportunities and develop data-driven strategies for improving the customer experience
  • Assist with the development of quality assurance metrics, reports, and dashboards
Training and Development
  • Develop and maintain an in-depth understanding of our products, services, and the veterinary industry to inform quality assurance efforts and provide insights into customer needs and expectations
  • Facilitate training programs that enhance the support team’s technical and customer service skills
  • Provide regular reports on quality assurance performance and communicate recommendations for improvement to senior management
  • Participate in the design, testing, and implementation of new service delivery processes and systems
REQUIRED QUALIFICATIONS:
Education
Bachelor's degree in Data Science, Information Technology, or related field preferred
Work Experience
  • 3+ years of experience in quality assurance, preferably in a software or call center environment preferred
  • Demonstrated success implementing continuous improvement strategies
  • Experience in animal or human healthcare preferred
  • Experience utilizing analytics to interpret complex data and identify trends, opportunities, and challenges
Competencies
  • Ability to work independently as well as part of a team
  • Creative problem solver
  • Proficiency in Microsoft Office Suite
  • Excellent written and verbal communication skills to effectively convey ideas and information internally and externally
  • A deep understanding of customer service best practices and the ability to apply them in a technical support context
  • Strong knowledge of COPC or similar contact center standards for quality assurance preferred
  • Excellent problem-solving and analytical skills, with a focus on continuous improvement and process optimization
Travel
  • Typically less than 10%
Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Jobs that are in Colorado:
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