Jr. Software Quality Assurance Engineer & Tester (IMC00873)

This position supports Service Desk quality assurance activities through review of customer interactions, ticket documentation, process compliance, and SLA adherence. Analysts help identify trends and recommend opportunities for service improvements.

Work Location: On-site in Greenville, SC. Flexible shift availability. Employees will work a 40-hour workweek within operating hours Monday through Friday, 6:00 AM to 10:00 PM and Saturday, 7:30 AM to 4:00 PM, with schedules based on customer requirements and call/ticket volume. Employees will also participate in a rotating on-call schedule to support after-hours requirements.

Basic Required Qualifications and Skills:  Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• Associate's degree or equivalent experience. 
• Two years of customer service, help desk, or quality assurance experience. 
• Knowledge of Windows operating systems and Microsoft Office products.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to ensure problems are resolved, with the ability to respond to last-minute requests.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails, with ability to clearly communicate technical issues to non-technical people in a friendly and positive manner. 
• Identify and articulate key information in an efficient and timely manner and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers, with a focus on exceeding customer expectations and improving the customer experience.
• Pursuant to a government contract, this specific position requires U.S. Citizenship.
• This position requires the ability to obtain a Tier 1 Public Trust clearance. 

Desired Qualifications and Skills:  It is desirable that the candidate have the following qualifications:

• Call center QA experience. 
• ServiceNow reporting experience. 
• Excel and data analytics proficiency.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Review calls, tickets, emails, and customer interactions for quality compliance. 
• Validate adherence to SOPs, scripts, and service standards. 
• Track SLA performance and quality metrics. 
• Perform ticket audits and documentation reviews. 
• Identify training opportunities and recurring quality issues. 
• Prepare quality assurance reports and scorecards. 
• Support customer satisfaction and improvement initiatives. 
• Participate in process improvement reviews. 
• Other duties as assigned. 

Salary and Benefits Information: Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range. 

Full-time positions at IMC are eligible to participate in any or all of the benefit programs offered, including 401(k) with a 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company-sponsored AD&D, and life insurance. Additional voluntary benefits are offered, such as voluntary life, AD&D, accident, critical illness, hospital, and pet insurance.  Benefits are subject to change.  Positions at IMC may also be eligible for a bonus and/or other incentives.

For more information about IMC’s benefits, please visit our website at https://www.imcva.com/about-imc/careers