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Quality Assurance Analyst
Brand: SumTotal
Req#: 476185
# of Positions: 0
Updated: 08/01/2018
Job Type: Regular
Location: Gainesville FL
Category: Support
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Job Description
In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools
Have a working knowledge of the SumTotal products and keep up to date on all aspects of SumTotal products and service offerings
Attentive to all stated individual and departmental goals and can communicate it to others
Perform both remote and side-by-side assessments and provide constructive feedback for each Technical Support Engineer as well as their manager
Investigate and analyze case audits for trends and broad areas of improvement across Support and present findings to Support management with actionable data
Maintain the case audit program, ensuring case audits are being carried out regularly and to a high quality
Participates in design of call monitoring formats, quality standards as well as ensuring the case audit program adapts to changes in Support priorities
Foster timely, open, honest and direct communication with the Technical Support team members on matters of customer handling
Participate in and facilitate calibration sessions with others carrying out case audits.

Job Requirements:
Post-secondary education in a related field or an equivalent combination of training and experience
Experience providing service to both consumers and corporate customers
Experience working in a SumTotal Technical Support position would be an asset
Demonstrated competencies in the area of quality assurance
Practical experience with virtualization tools, VMWare experience desirable
Practical experience with Oracle and SQL Server systems and Microsoft Windows in a web technology environment; .NET experience desirable
Skill with HTML, ASP JavaScript

Skills Required:
Excellent verbal and written communication skills with a sharp eye for detail
Strong interpersonal skills with the ability to provide effective and constructive feedback
Excellent time management and organizational skills; you must be results and deadline oriented
The ability to function in a team-oriented environment
Strong analytical and troubleshooting skills; proactive in short and long-term problem solving
Ability and willingness to learn and participate in ongoing education
Recognizes opportunities and initiates actions to capitalize on them by looking for a new and productive ways to make an impact
Innovative Thinking – Embraces and champions new ideas and encourages others to do likewise
Good knowledge of Windows, eCommerce and Web/Internet platforms.
Experience working with Microsoft Office. (Microsoft Word, Excel, Power Point, Access and Outlook)
Understand and utilize new technologies / systems.




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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law