SALARY: $24.00-$27.00

EMPLOYEE TYPE: Full-Time Hourly Non-Exempt

About Cayuse Commercial Services:

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability, and accelerated time to market.

Primary Focus

The QA Lead is responsible for performing the QA requirements for the Service Desk project meeting customer service and other project-specific service levels and goals. Position has complementary aspects found in the Senior Analyst positions.  This position will work together to run the daily operations of the project for Cayuse Holdings and support the Project Operations Manager. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job Responsibilities

• Responsible for the Service Desk agents that are taking phone calls and chats from a QA perspective 
• Has oversight of phone recording system and Chat Exit Surveys monitoring and performance  
• Provides input and insight to Senior Agents and Operations Manager; may include: 
• Various learning opportunities with a focus on deepening skill sets 
• Ideas about employee morale 
• Effective ways to balance workloads 
• Other, related information assists in supervising the Senior Agents working in front-end operations and assists and coaches Leads in driving agent compliance on processes and procedures 
• Works with Senior Agent, Ops Manager, Knowledge Management Lead, and Team Lead on agent call/ticket handling processes and improvement 
• Gathers data, writes and delivers performance evaluation for assigned employees in accordance with Cayuse and Project guidelines 
• Escalates any issues or concerns to the supervisor that relate to providing effective support to executives or agents if unable to resolve on their own 
• Works collaboratively to ensure Project guidelines are understood, communicated, and monitored for compliance by agents, leads and other employees associated with the Project 
• Other duties as assigned. 

Minimum Job Skills And Qualifications

Minimum Qualifications:

• High school diploma or GED required.
• Technical aptitude/computer literacy, including familiarity with Windows, MS Office Applications, Mac IOS and Apple Applications, Internet Browsers, as well as basic computer terminology 
• Understanding of all tools used to run the project successfully; technical, service and reporting 
• Administration of ServiceNow IT Service Management System
• Mobile telephony and device support
• Video Conference Unit Troubleshooting
• IP Telephony setup and support
• Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate) Possess a solid baseline of knowledge about the tools and processes agents use (Apply critical thinking to a situation before prescribing the solution; good problem-solving skills)
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Excellent oral, written and listening communication skills; requires excellent follow-up and follow-through skills
• Ability to convey ideas and concepts effectively to others
• A strong customer focus
• Ability to take initiative and balance priorities
• Proactive, resourceful and flexible 
• Strong attention to details and well organized
• Consistently provides high level/quality support
• Positive attitude; tolerance to deal effectively with difficult and stressful situations
• Exhibits leadership qualities and leads by example
• Works well with peers and is respected by others
• “Gentle” leader and doesn’t give the perception of “looking down” on others
• Analytical and self-directed; ability to work independently and as part of a team
• Open to new ideas and change with the ability to take the lead in implementing both
• Ability to coach, train, develop, monitor and perform all other aspects of supervision
• Proactive approach to work; must be reliable and flexible
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Preferred Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.
• Previous supervisor experience in a call center environment

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment
• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Polished office protocols, high-tempo communication streams and working conditions.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• Must be able to attend and conduct virtual meetings as needed.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal