[Remote] Quality Assurance Specialist

Note: The job is a remote job and is open to candidates in USA. SDI is a company that helps essential organizations across North America compete more effectively in a challenging global marketplace. The Quality Assurance Specialist will support quality operations, assist in the development of standard operating processes, and perform call quality audits, among other responsibilities. Responsibilities Perform call quality audits utilizing the call auditing software Assist with ticket/issue auditing Serve as backup for the CRM Administrator Troubleshoot and report any system issues such as outages to the service providers for resolution Manage requests from stakeholders for changes/enhancements to the call and incident management systems Assist the CRM Administrator in managing the sprint tracker (project tracker) Perform testing on systems as needed and as changes/enhancements are released Communicate changes to end users Identify, analyze, and document defects, questionable functions, errors, and inconsistencies in software program functions, outputs, online screens and content Assist with monitoring program performance after implementation to prevent recurrence of program operating problems and to ensure efficiency of operation Oversee creation and contribute to development of user guides, articles, etc Other duties as assigned Assist in vendor and carrier negotiations by providing data-driven analysis Skills Bachelor's degree or equivalent work experience Experience with Oracle Service Cloud and Five9 is preferred Knowledge of quality auditing practices for call center operations is preferred Ability to analyze business and/or functional requirement documents for testing purposes Strong analytical and problem-solving skills Keen attention to detail Ability to work on multiple projects under tight deadlines and changing priorities Strong interpersonal and communication skills to cultivate positive working relationships Ability to work within a team, and if needed, independently at a very fast paced environment Experience with Oracle Service Cloud and Five9 Knowledge of quality auditing practices for call center operations Benefits Health insurance (medical, dental and vision). Training and development opportunities – 2023 winner of the People Accelerator award. Vacation, wellness days, pet bereavement days and 12 paid holidays. 401K with a company match. Tuition reimbursement. Student loan repayment assistance. Reimbursement for safety shoes. Discounted tickets to a variety of different vendors. Company Overview SDI – The Digital Supply Chain Company Procurement. Data. Warehouse Management. It was founded in 1971, and is headquartered in Bristol, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship SDI has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.