About the Role:

As a Quality Assurance Specialist, you will be responsible for ensuring the highest level of service quality and customer satisfaction through meticulous testing, analysis, and process improvement initiatives within our managed services offerings. Join our team and play a key role in ensuring the delivery of high-quality managed services to our clients, driving customer satisfaction and business success through your expertise in quality assurance.

What You’ll Do:

• Develop and implement quality assurance processes and procedures to ensure consistency and adherence to service level agreements (SLAs) across managed services.
• Design and execute comprehensive test plans and test cases to evaluate the functionality, performance, and reliability of systems, applications, and services.
• Conduct thorough regression testing to validate software updates, patches, and configurations, ensuring no adverse impact on service quality or customer experience.
• Identify, document, and prioritize defects and issues discovered during testing, working closely with cross-functional teams to facilitate resolution and prevent recurrence.
• Perform root cause analysis to determine the underlying causes of quality issues and recommend corrective actions and process improvements.
• Monitor and analyze key performance indicators (KPIs) and metrics related to service quality, identifying trends and areas for improvement.
• Collaborate with internal teams to define and implement quality assurance standards, best practices, and methodologies.
• Provide training and guidance to team members on quality assurance processes, tools, and techniques.
• Conduct regular audits and reviews of operational processes and documentation to ensure compliance with regulatory requirements and industry standards.
• Stay informed about industry trends, emerging technologies, and best practices in quality assurance and managed services. And account teams appropriately, bringing topics of interest and concern to their attention before the customer’s business is impacted

Qualifications & Interests:

• Bachelor’s degree in Computer Science, Information Technology, or related field; relevant certifications preferred.
• Proven experience as a Quality Assurance Specialist in the managed services industry or similar environment.
• Strong understanding of quality assurance principles, methodologies, and best practices.
• Familiarity with ITIL framework and IT service management concepts.
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Detail-oriented with a focus on accuracy and precision in testing and documentation.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Commitment to continuous learning and professional development in the field of quality assurance and managed services.
• Ability to approach customer and sales requests with a proactive and consultative manner; listen and understand user requests and needs and effectively deliver.
• Comfortable managing multiple and changing priorities, and meeting deadlines in an entrepreneurial environment.