Join the LLR family of private equity-backed growth companies.

Position overview:

The Quality Assurance Specialist (QA Specialist) will support quality operations, reporting to the CRM Administrator. This position will be expected to have significant knowledge of the phone and incident management systems to support data loads, system changes, training, and quality audits. The ideal candidate will assist in the development of standard operating processes.

This is a non-exempt position, eligible for overtime.

A typical day in the life of a QA Specialist:

• 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.

The skills you’ll contribute to our diverse team:

• 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

Who are we?

At SDI, we’re proud to help essential organizations across North America compete more effectively in a challenging global marketplace – and keep our economy moving. We do this by thinking differently, questioning conventional wisdom, and constantly challenging the status quo. We’re evolving the way leading manufacturers, multi-site retailers, and higher education think about their maintenance, repair, and operations (MRO) strategies – the critical supply chain of parts, materials, equipment, and consumables necessary to keep plants and facilities operating safely and productively. Every day, we help companies eliminate waste, minimize risk exposure, and stay competitive on an ever-changing world stage.

Why work for SDI?

The Philadelphia Inquirer named us a Top Workplace in 2023! Additionally, we pride ourselves on taking care of our employees. Here are some of the benefits we offer:

• 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.

The pay range for the role is $25.00 - $27.00 per hour. Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

EEO

SDI is proud to be an equal opportunity employer committed to inclusion and diversity. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation for any part of the employment process, please let us know by contacting us at hr@sdi.com. SDI participates in the E-Verify program.