logo inner

TDS - Quality Analyst

KryterionWorldwideRemote
This job is no longer open

The Test Delivery Services – Quality Analyst (TDS QA) plays a critical role in enhancing the consistency and clarity of departmental procedures. The primary responsibility of the TDS QA is to assess and document the quality of work performed by TDS support staff on a monthly basis. By setting a strong example aligned with our company values, the TDS QA will contribute directly to the success of the TDS department. This role involves working closely with peers and leadership, with opportunities to collaborate on cross-departmental projects. Success in this role will be evaluated through a metric-driven scorecard, focusing on quality, consistency, and project achievements.
Our Values:

  • We Own It
  • We Face Challenges with Optimism
  • We Are One Team
  • We Continuously Improve
  • We Listen and Learn From Each Other
  • We Build Trust
  • We Help Our Customers Succeed

Essential Functions:

  • Monitor and evaluate session reviews, support interactions, and records to assess the quality of customer service and technical support.
  • Clearly communicate performance expectations for Proctors, Customer Support Advocates (CSA) Levels 1 and 2, Kryterion Testing Network (KTN), and Kryterion Solutions Team (KST/CSA Level 3).
  • Maintain and refine procedures to ensure calibrated and consistent expectations.
  • Document, track, measure, and report on the effectiveness of project ownership, new-employee training, and ongoing staff development.

Qualifications:Education:

  • High school diploma or equivalent is required.

Experience:

  • Quality assurance and technical expertise, or relevant work experience is required. Experience in the testing/certification industry is a plus.

Communication Skills:

  • Strong written and verbal communication skills to convey expectations effectively and constructively.

Technical Skills:

  • Intermediate proficiency with Microsoft Office products, including Word, Excel, and PowerPoint.

This job is no longer open

Life at Kryterion

Kryterion, Inc. offers professional associations and businesses a flexible, affordable and easy-to-use software solution for developing and delivering exams. Our industry-leading Webassessor™ platform empowers both clients and test takers with a solution that simplifies and automates test scheduling, registration, payment, grading, reporting and item editing. More at www.KryterionOnline.com. Our solutions include: SaaS platform for item banking, exam management, candidate management, test center delivery, online proctoring, authentication, security, real-time development, psychometric services and professional services.
Thrive Here & What We Value- Business Casual Dress Code- Flexible Work Schedule (40-hour week, including weekends and holidays)- Overtime Approval by Operations Manager- U.S. Employment Authorization- Equal Opportunity Employer with a diverse environment- Teamwork and Collaboration- Taking Ownership of Responsibilities- Optimistic Challenge Management- Continuous Improvement- Valuing Feedback and Learning- Customer Success Prioritization- Comprehensive Benefits (Cigna Medical, Dental & Vision benefits, PTO, Sick Time, Floating Holidays, Parental Leave, 401K, Referral Bonus, Tuition Reimbursement)
Your tracker settings

We use cookies and similar methods to recognize visitors and remember their preferences. We also use them to measure ad campaign effectiveness, target ads and analyze site traffic. To learn more about these methods, including how to disable them, view our Cookie Policy or Privacy Policy.

By tapping `Accept`, you consent to the use of these methods by us and third parties. You can always change your tracker preferences by visiting our Cookie Policy.

logo innerThatStartupJob
Discover the best startup and their job positions, all in one place.
Copyright © 2024