Quality Assurance Tester

Quality Assurance Staff

Overview

The Quality Assurance Staff is responsible for analyzing products, devices, customer journeys, touchpoints, and customer satisfaction data to support customer experience improvement initiatives.

This position works closely with the Product, Supply Chain, IT, Network, and Customer Service teams to assess customer journeys and touchpoints that impact customer satisfaction scores and other key metrics. The role also supports the design and implementation of customer experience initiatives aimed at improving overall performance.

The Quality Assurance Staff will execute test plans, conduct audits, identify root causes behind performance trends, and support performance improvement initiatives.

Key Functions

• Demonstrate experience in applying improvement techniques and delivering results for a function and/or business unit.
• Review and document current processes as part of gap analysis or root cause analysis, and provide input to improvement initiatives.
• Identify process gaps that may be contributing to overall business and customer experience results.
• Review project and customer journey documentation related to improvement initiatives and conduct assessments.
• Conduct testing, audits, data validation, experience validation, and root cause analysis to determine the underlying drivers behind identified gaps.
• Work with different teams and business partners to synthesize findings, develop solutions, conduct assessments, and provide improvement recommendations.
• Facilitate the execution of improvement initiatives and collaborate with customers and other stakeholders throughout the process.
• Present findings, recommendations, and proposed solutions to internal and external stakeholders.
• Provide regular updates on project status and activities.
• Monitor progress against action plans and assess the effectiveness of initiatives based on key business outcomes.
• Contribute to overall team objectives and business outcomes.

Job Skills & Qualifications

• Bachelor's degree in Industrial Engineering or a related field.
• Strong analytical and problem-solving skills, with proven ability to apply quantitative data analysis techniques to improve work processes.
• Ability to establish and execute a clear course of action to accomplish specific goals using appropriate resources.
• Good written and verbal communication skills, with strong interpersonal skills and the ability to work effectively in a team.
• Experience working in an environment where activities and deliverables depend on collaboration with diverse technical and business functional experts.
• Experience working in an emerging and rapidly changing environment.
• Demonstrated ability to meet deadlines in a demanding and continuously changing environment.
• Willingness and ability to travel periodically.
• Six Sigma training and/or certification is an advantage but not required.