Quality Assurance (QA) Expert

September 10, 2024

Tech Guru LLC

Southernwood

FULL TIME

Company: Tech Guru
Position Title: Quality Assurance (QA) Expert
Location: Remote
Department: Service Desk / Professional Services Team
Mission
The mission of the QA Expert at Tech Guru is to ensure exceptional quality in client interactions and service delivery by meticulously reviewing phone calls, service notes, and tickets. The role involves proactive identification of potential issues, ensuring clear communication with clients, and providing detailed feedback to the service teams to continuously improve client satisfaction.
Key Responsibilities:
Phone Call Quality Assurance:

Listen to Calls: Regularly review recorded calls to assess the quality of customer service and adherence to company standards.

Feedback Provision: Deliver constructive feedback to team members and their supervisors based on the call reviews.
Service Notes and Communication Review:

Note Review: Examine service team notes to ensure accurate and thorough documentation of client interactions.
Communication Verification: Confirm that all necessary communications with clients have been made and documented.

Ticket Management and Client Satisfaction:

Ticket Review: Evaluate all tickets to identify any missed actions or unresolved issues.
Issue Resolution: Proactively address potential problems before they are noticed by the client.
Client Follow-Up: Personally follow up on every ticket to confirm client satisfaction.

Client Account Management:

Account Review: Regularly review client accounts to ensure all tickets and issues are resolved.
Meeting Preparation: Prepare comprehensive reports for client meetings, detailing their experiences, tickets, and resolutions.

Team Collaboration and Improvement:

Feedback Loop: Collaborate with both the Service Desk (SD) and Professional Services (PS) teams to ensure continuous improvement in service quality.
Detail-Oriented Approach: Apply a highly detailed approach to all aspects of QA, leaving no stone unturned.

About You:

Proven Experience: Demonstrated experience as a QA Expert or in a similar role within an IT Managed Service Provider (MSP) environment. You have a track record of overseeing the quality of support provided.
Attention to Detail: Ability to meticulously review calls, notes, and tickets, catching even the smallest discrepancies or missed opportunities.
Communication Skills: Excellent written and verbal communication skills to provide clear feedback and ensure effective client interactions.
Proactivity: Takes initiative to identify and resolve issues before they escalate, ensuring the highest level of client satisfaction.
Analytical Thinking: Proven track record solving problems with the ability to analyze trends and suggest improvements.
Empathy: Ability to understand and anticipate client needs, ensuring their experiences are positive and their issues resolved efficiently.
Commitment to Excellence: Shares Tech Guru’s passion for delivering exceptional service and continuously improving.
Collaboration: Works well with the Service Desk and Professional Services teams, fostering a positive and productive working environment.
Accountability: Takes ownership of QA processes and ensures that all tasks are completed with the highest standards.

About Tech Guru:

Founded in 2004, Tech Guru exists to help people live their best lives by leveraging cutting-edge technology
Today we focus on IT for accounting firms, serving firms across the United States and Canada
We aim to be the IT support for 1,000+ CPA firms by 2033
We have a global team of dedicated, caring, and smart people

Tech Guru’s Commitment to Diversity Equity & Inclusion (DEI):
Tech Guru believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.
How to apply:
We welcome passionate candidates to submit their CV, cover letter, and an introductory video to marian.diaz@techguruit.com, allowing us to gain a better understanding of who you are. Please touch on these points:

Please introduce yourself and share a little bit about yourself and your background
What appeals to you about this role and our company?
How have your past experiences set you up for success in this function?
Anything else you’d like us to know!

Job Type: Full-time

We regret to inform you that this job opportunity is no longer available