QA Specialist

at  IGX Solutions

Job Summary: Quality Assurance Specialist
This position is designed to be multifaceted. Each team member will have cross training that overlaps the various sub-departments of the QA Team. These sub-departments include Quality Assurance, Training, Helpdesk, and Documentation.
The below lists are not all inclusive and this position will include other responsibilities as required.

Duties/Responsibilities:

• Quality Assurance: “Software Product Tester” Responsibilities: Ensures that the final product(s) satisfies the product requirements and meets end-user expectations. Executing and assisting as needed with performing tests at all stages of application development and software implementations pre-and post-release testing including functional, usability, system, integration, end to end, automated, and regression testing. Expected to be an advocate for the customer and to provide an assessment of software performance and quality.
• Conduct quality control activities surrounding product feature development, initial launch, and maintenance. Responsible for creating, updating maintaining and executing Test Plans, and Manual Test Cases.
• Process Product (PT) Tickets: Troubleshoot and validate quantitative and qualitative reported issues. Work with the development team on the resolution of defects and errors.
• Be the SME on all Agate/IGX products offered and provide support to our team in their areas of applications, including but not limited to implementation, testing, design, and analysis.
• Spot Areas for Improvement to enhance the product’s efficiency by evaluating and proposing improvements to knowledge tools, quality, and processes.
• Training Responsibilities: Responsible for coordinating the logistics of training programs of a moderately complex to highly complex nature. Support may include scheduling of training programs, notification of attendees, maintenance, and delivery of program materials. Responsible for ensuring all pre- and post-program activities are handled in a timely manner.
• Develop learning materials and modules that support the growth of employees and clients, creating a robust eLearning library of content, while being the subject matter expert (SME) and bridging learning gaps.
• Produce high-utility content and learning modalities which may include videos, and written materials, while keeping each audience in mind.
• Manage new employee training programs by executing full training programs for configuration specialists, software developers, and other key business positions as needed.
• Deliver basic systems training and customized trainings to external customers.
• Facilitate external and internal demonstrations/trainings as requested.
• Prepare extensive updates to training materials, typically considered moderately complex to complex in nature.
• Administrator (along with others) of current security/compliance training portal (KnowBe4).
• Build help administer and Serve as the company’s future Learning Management System (LMS) subject matter expert.
• Helpdesk Responsibilities: As part of Help Desk support, expectations include providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities will be performed in accordance with the Mission, Vision, and Core Values.
• Problem Solving
• Manages Customer complaints and queries in our system, via telephone, and email.
• Respond to email, web-form, and phone requests to facilitate resolution.
• Assist with support calls and escalates when necessary.
• Resolve issues following the parameters and guidelines of the client.
• Maintain a High Quality of Service.
• Operate within established guidelines and procedures to independently deliver a full range of services to the customer. Prioritize tasks while ensuring accuracy, speed and follow up to achieve high customer satisfaction/experience.
• Match client needs with current products and services and suggests new ones to TL/PLs to target client’s unmet needs.
• Creates Helpdesk standards for the enterprise Helpdesk.
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
• General Responsibilities & Documentation: Responsible for the writing, distribution, collection, storage, and maintenance of documentation. Responsible for implementing new storage systems or working to optimize the efficiency of the system already in place. All documentation must be stored securely and able to be accessed quickly and accurately at any time. Expected to utilize extensive functionality within SharePoint, the IGX Learning Management System (LMS) and KnowBe4.
• Partner with marketing to create content for product release notes and other branded content as needed.
• Participate in the development and implementation of new products, programs, or projects. Provide product/project support as needed. Render technical answers into understandable non-technical terms.
• Assist with preparation of product release notes and documentation.
• Drive Strong Processes: Work with leaders across the organization to follow the prioritized application roadmap ensuring organizational priorities are met; collaborating with other team members to develop new product designs, and training methods.
• Maintain, grow, and improve and create (or develop) Agate library of project documentation
• Keeps up to date with the regulatory requirements around documentation and implements changes if necessary.
• Act as a point of contact for retrieval of specific documentation as required.
• Translates business specifications into user documentation.
• Training of colleagues on the requirements around documentation.
• Facilitate meetings with internal users for requirements of forms, designs, programs, and i implements user-approved forms for the future LMS.
• Develop professional and consistent UI designs in Form Builder.
• Identifies and documents issues, risks, and opportunities.
• Compilation of reports
• Analysis of data submitted via documentation
• Contribute to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Provide a service-oriented approach to problems: Understand and responds to others’ using active listening skills and tactful communication.
• Challenge the “norm” to achieve continuous improvement, innovation, and improved outcomes.
• Other duties as assigned.

Required Skills/Abilities: This position may work from home within AZ or MI. Occasional planned travel to an on-site training location will be required. Shift times will be adjusted to accommodate training recipients as needed.

• Diligent and meticulous: Demonstrates excellent organizational skills with keen attention to detail. Capable of delivering a high level of accuracy.
• Analytical thinking, excellent problem-solving skills, and proven ability to follow through on requests. Relies on extensive experience and judgment to plan and accomplish goals.
• Creative and innovative thinker: Must thrive when dealing with ambiguity, act with minimal supervision, identify the big picture.
• Ability to exercise judgment to shift priorities, organize multiple tasks simultaneously, and work with minimal direction. Will occasionally lead and direct the work of others.
• Interpersonal Skills: Demonstrate strong interpersonal skills, with the ability to interact with all levels of the organization, in addition to excellent written and verbal communication skills.
• Relationship building, influencing and negotiation skills both verbal and in written form. Ability to influence without direct supervision of stakeholders.
• Self-starter with a passion to continuously learn and grow as both a professional and individual. Proven experience that demonstrates the personality and skills necessary to manage one’s own time and quality of work while meeting expected deliverables on time.
• Ability to independently perform first-line troubleshooting for customer.
• Ability to perform a wide variety of tasks.
• Ability to advocate for and execute best practices throughout the full SDLC.

DESIRED SKILLS:

• Experience with multiple Agate/IGX Solutions software systems
• Experience with Agile/SCRUM approaches
• Experience with database principles and basic SQL knowledge
• Experience with automated testing tools and techniques such

Education and Experience:

• Experience designing professional and consistent looking user interfaces
• Experience in quality control preferred
• Associate degree or 3+ years of increasingly responsible career trajectory of equivalent experience
• Internal: IGX Configuration/Administrative Toolset: must be intimately familiar with IGX configuration tools, best practices, and IGX workarounds. Agate/IGX experience: 12-18 Months+

Notices to Applicants:
Agate Software, Inc., is an Equal Opportunity Employer
Agate is a participant in E-Verify: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf
Know Your Rights: Workplace Discrimination Is Illegal: Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov):(https://www.eeoc.gov/sites/sdefault/files/202210/EEOCKnowYourRightsscreenreader10_20.pdf)
Employee Rights under FMLA fmlaen.pdf (dol.gov)- (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf)

Polygraph Protection Act: Employee Rights - Polygraph Protection Act employee rights (dol.gov) - https://www.dol.gov/agencies/whd/polygraph

• Internal: Experience with IGX design documents: 1+ years

• Quality Assurance: “Software Product Tester” Responsibilities: Ensures that the final product(s) satisfies the product requirements and meets end-user expectations. Executing and assisting as needed with performing tests at all stages of application development and software implementations pre-and post-release testing including functional, usability, system, integration, end to end, automated, and regression testing. Expected to be an advocate for the customer and to provide an assessment of software performance and quality.
• Conduct quality control activities surrounding product feature development, initial launch, and maintenance. Responsible for creating, updating maintaining and executing Test Plans, and Manual Test Cases.
• Process Product (PT) Tickets: Troubleshoot and validate quantitative and qualitative reported issues. Work with the development team on the resolution of defects and errors.
• Be the SME on all Agate/IGX products offered and provide support to our team in their areas of applications, including but not limited to implementation, testing, design, and analysis.
• Spot Areas for Improvement to enhance the product’s efficiency by evaluating and proposing improvements to knowledge tools, quality, and processes.
• Training Responsibilities: Responsible for coordinating the logistics of training programs of a moderately complex to highly complex nature. Support may include scheduling of training programs, notification of attendees, maintenance, and delivery of program materials. Responsible for ensuring all pre- and post-program activities are handled in a timely manner.
• Develop learning materials and modules that support the growth of employees and clients, creating a robust eLearning library of content, while being the subject matter expert (SME) and bridging learning gaps.
• Produce high-utility content and learning modalities which may include videos, and written materials, while keeping each audience in mind.
• Manage new employee training programs by executing full training programs for configuration specialists, software developers, and other key business positions as needed.
• Deliver basic systems training and customized trainings to external customers.
• Facilitate external and internal demonstrations/trainings as requested.
• Prepare extensive updates to training materials, typically considered moderately complex to complex in nature.
• Administrator (along with others) of current security/compliance training portal (KnowBe4).
• Build help administer and Serve as the company’s future Learning Management System (LMS) subject matter expert.
• Helpdesk Responsibilities: As part of Help Desk support, expectations include providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities will be performed in accordance with the Mission, Vision, and Core Values.
• Problem Solving
• Manages Customer complaints and queries in our system, via telephone, and email.
• Respond to email, web-form, and phone requests to facilitate resolution.
• Assist with support calls and escalates when necessary.
• Resolve issues following the parameters and guidelines of the client.
• Maintain a High Quality of Service.
• Operate within established guidelines and procedures to independently deliver a full range of services to the customer. Prioritize tasks while ensuring accuracy, speed and follow up to achieve high customer satisfaction/experience.
• Match client needs with current products and services and suggests new ones to TL/PLs to target client’s unmet needs.
• Creates Helpdesk standards for the enterprise Helpdesk.
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
• General Responsibilities & Documentation: Responsible for the writing, distribution, collection, storage, and maintenance of documentation. Responsible for implementing new storage systems or working to optimize the efficiency of the system already in place. All documentation must be stored securely and able to be accessed quickly and accurately at any time. Expected to utilize extensive functionality within SharePoint, the IGX Learning Management System (LMS) and KnowBe4.
• Partner with marketing to create content for product release notes and other branded content as needed.
• Participate in the development and implementation of new products, programs, or projects. Provide product/project support as needed. Render technical answers into understandable non-technical terms.
• Assist with preparation of product release notes and documentation.
• Drive Strong Processes: Work with leaders across the organization to follow the prioritized application roadmap ensuring organizational priorities are met; collaborating with other team members to develop new product designs, and training methods.
• Maintain, grow, and improve and create (or develop) Agate library of project documentation
• Keeps up to date with the regulatory requirements around documentation and implements changes if necessary.
• Act as a point of contact for retrieval of specific documentation as required.
• Translates business specifications into user documentation.
• Training of colleagues on the requirements around documentation.
• Facilitate meetings with internal users for requirements of forms, designs, programs, and i implements user-approved forms for the future LMS.
• Develop professional and consistent UI designs in Form Builder.
• Identifies and documents issues, risks, and opportunities.
• Compilation of reports
• Analysis of data submitted via documentation
• Contribute to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Provide a service-oriented approach to problems: Understand and responds to others’ using active listening skills and tactful communication.
• Challenge the “norm” to achieve continuous improvement, innovation, and improved outcomes.
• Other duties as assigned