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QA Analyst

About the Role

Rapptr Labs is a leading app design and development agency based in Jersey City, NJ. We work on a wide range of applications spanning consumer product, business, fitness, meditation, ecommerce, & other sectors.

The position will focus on testing common workflows in our applications, ticket creation and review, and working with our leadership team on quality assurance process refining.

You'll be a key part of the team working alongside software engineers and designers to drive the development of great products on behalf of our clients.

What You'll Do

As a direct report to the CTO and President, you will be taking the team on everything related to the successful execution of the QA methodology.

  • Monitor tickets and evaluate quality for contact support responses;
  • Become an "expert" on support processes and make recommendations towards next steps based on client feedback;
  • Triage and assign tickets for the Engineering Team in alignment with current QA strategy;
  • Identify root causes and find critical areas to promote improvement internal opportunities as well as in training, process and policies;
  • Provide key insights from the QA process to recommend quality improvements and make key business and product decisions;
  • Foster process improvement and agent excellence and adherence focused on better Customer Experience;
  • Follow all the best practices for Quality Assurance;
  • Be a Key player for squads and clients, attending meetings, taking data driven decisions and supporting action plans;

What You'll Need

  • Basic knowledge of mobile and web apps;
  • Good communication skills;
  • Support customer experience in a high-volume environment; 
  • Excel/Google Sheets knowledge;
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