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.
