Roca Alliances is a specialized recruitment firm in the tech/IT sector, connecting top talent with leading global companies. We provide customized hiring solutions, ensuring a perfect match for every role. Our expertise in industry trends enables efficient, targeted recruitment. Committed to excellence, we build lasting partnerships that drive business growth. Roca Alliances helps organizations thrive by delivering the right professionals for their needs.
We are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years , serving diverse industries in over 20 countries and managing more than 15 million endpoints globally.
Position Overview:
We are seeking a detail-oriented Quality Assurance Analyst to join our team. In this role, you will review projects, tickets, and customer calls to provide actionable insights that drive improvements in performance and training across the organization. By identifying key areas for individual and departmental development, you will play a pivotal role in enhancing the quality and efficiency of our operations.

QUALIFICATIONS

• Bachelor’s degree in Business, Quality Management, or a related field.
• 2-4 years of experience in quality assurance, preferably in a technology or customer support environment.
• Strong analytical and critical thinking skills.
• Excellent written and verbal communication abilities, with a focus on delivering constructive feedback.
• Proficiency in quality assurance tools and reporting software.
• Ability to work independently and collaboratively in a fast-paced environment.

• Quality Review & Analysis:
• Conduct thorough reviews of projects, customer tickets, and calls to assess quality and adherence to standards.
• Evaluate performance metrics to identify trends and areas of improvement.
• Insights & Recommendations:
• Provide detailed feedback to managers on individual and team performance. o Highlight training opportunities for specific employees or the department as a whole.
• Collaboration & Reporting:
• Work closely with managers to ensure findings are effectively communicated and acted upon.
• Create comprehensive reports and dashboards to track quality trends and improvement progress.
• Process Improvement:
• Recommend enhancements to workflows, training materials, and quality assurance processes.
• Stay up to date on industry best practices to ensure Kaseya’s QA standards remain top-tier.