Quality Assurance Analyst

Northstrat is seeking an experienced and driven Quality Assurance (QA) Engineer to join our dynamic team. The ideal candidate will have experience in one or more of the following areas: customer service call center operations and tooling, QA best practices and tools, QA plans and processes, QA monitoring and reporting, quality standards and protocols, test cases and scenarios, and efficiency and effectiveness improvement. This role demands a self-starter who can take vaguely defined tasks and independently deliver high-quality solutions.

Key Responsibilities

• Develop detailed Ops QA plans, test cases, and test (where necessary) based on system requirements and design documents
• Develop, implement, and ensure compliance with policies on customer service quality
• Provide recommendations on customer service operations tools, quality assurance tools and training for customer support teams to meet and exceed customer service expectations
• Identify and create test scenarios for system of systems components to validate functionality, performance, and security of systems
• Monitor customer interactions to ensure adherence to quality standards and protocols
• Perform manual and automated testing to validate systems and call center software
• Collaborate with systems engineering and software teams for process/procedure refinement
• Continuously monitor and evaluate call center operator interactions to ensure adherence to quality standards and protocols
• Assess operators on performance metrics either provided via available applications or through manual analysis
• Provide feedback and recommendations for operator performance improvement
• Evaluate the performance and effectiveness of tools used by call center operators
• Identify issues with tools that may impact operator performance or customer experience
• Collaborate with IT and software teams to resolve tool-related issues and improve functionality
• Prepare QA reports for stakeholders, highlighting key findings, risks, and recommendations
• Participate in audits and reviews to demonstrate compliance and continuous improvement
• Identify opportunities to enhance QA processes and methodologies for call center operations
• Implement best practices and innovative testing techniques to improve efficiency and effectiveness
• Provide training and mentorship to other team members on QA best practices and tools.
  
  
  

Requirements

• Education: bachelor's degree in systems engineering or a related field
• Experience: 6+ years of relevant experience
• Citizenship: Must be a U.S. citizen.
• Clearance: Top-Secret clearance with SCI (TSSCI) eligible
• Experience developing and executing detailed QA plans, test cases, and scenarios for a customer service call center.
• Experience developing and implementing policies on customer service quality
• Experience developing and monitoring quality standards and protocols
• Experience performing QA evaluations and preparing reports capturing key findings, risks, and recommendations
• Experience performing QA compliance audits and reviews focused on continuous improvement
• Experience with QA best practices and tools
• Ability to thrive in a fast-paced, dynamic environment and effectively manage priorities and deadlines
  
  
  

Preferred Qualifications

• Experience providing commercial communication services to government agency or Department of Defense customers
• Experience in commercial space mesh and Business to Government (B2G) service offerings
• Familiarity with Department of Defense spaced-based internet service provider customer support
• Familiar with system architectures that leverage Amazon infrastructure and other Amazon services
  
  
  

Benefits

Work/Life Balance

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John's IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset - the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

• Medical and Vision Insurance through United Health Care; Dental insurance through Delta Dental
• 100% Medical Reimbursement
• Time Off with Pay
• Profit Sharing Plan
• 401k
• Educational Benefits
• Additional Income
  
  

IBA Benefits accrue each month in the amount equivalent to 50% of the employee's monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee's salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds semi-annually on the employee's behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee's compensation. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Stock Options

Because Northstrat is an employee-owned company, all new employees are offered stock options. Employees have the opportunity to receive additional stock options based on accomplishment of individual performance goals. Stock owners elect the Board of Directors and are directly impacted by the success of the company.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through the use of company provided online learning opportunities, periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Bring Your True Self

We embrace diversity and encourage inclusion. We support employee led interest groups and challenge our employees to support others and be their best self. We are so true to our beliefs that we offer employee referral incentives. When you like it here, your friends and family will too!

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.