Quality Assurance Analyst

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 52,000 - 70,000; Full time

Job summary

Strategic Operational Solutions, Inc. is seeking a Quality Assurance Analyst to support Service Desk QA activities, reviewing customer interactions and ticket documentation to ensure quality compliance and SLA adherence.

The role involves identifying trends, preparing QA reports, and supporting process improvements. The candidate should have an associate degree or equivalent experience with 2+ years in customer service or QA, and possess strong analytical skills, plus knowledge of Windows and MS

Qualifications

• Associate's degree or equivalent experience.
• Two (2) years of customer service, help desk, or quality assurance experience.
• Strong analytical and documentation skills.
• Knowledge of Windows operating systems and Microsoft Office products.

Responsibilities

• Review calls, tickets, emails, and customer interactions for quality compliance.
• Validate adherence to SOPs, scripts, and service standards.
• Track SLA performance and quality metrics.
• Perform ticket audits and documentation reviews.
• Identify training opportunities and recurring quality issues.
• Prepare quality assurance reports and scorecards.
• Support customer satisfaction and improvement initiatives.
• Participate in process improvement reviews.

Skills

Quality assurance

Customer service

Data analysis

Windows OS

Microsoft Office

Education

Associate's degree

Tools

ServiceNow reporting

Excel

Job description

Strategic Operational Solutions (STOPSO) is seeking candidates for a Quality Assurance Analyst role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting‑edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

The QA Analyst supports Service Desk quality assurance activities through review of customer interactions, ticket documentation, process compliance, and SLA adherence. Analysts help identify trends and recommend opportunities for service improvements.

Additionally, in this position you will:

• Review calls, tickets, emails, and customer interactions for quality compliance.
• Validate adherence to SOPs, scripts, and service standards.
• Track SLA performance and quality metrics.
• Perform ticket audits and documentation reviews.
• Identify training opportunities and recurring quality issues.
• Prepare quality assurance reports and scorecards.
• Support customer satisfaction and improvement initiatives.
• Participate in process improvement reviews.

Qualifications:

• Associate's degree or equivalent experience.
• Two (2) years of customer service, help desk, or quality assurance experience.
• Strong analytical and documentation skills.
• Knowledge of Windows operating systems and Microsoft Office products.

Desired Skills:

• Call center QA experience.
• ServiceNow reporting experience.
• Excel and data analytics proficiency.