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Mid Level QA Analyst

Foster City, CA | Technical
Job ID: 111275
Listed on 10/26/2021
KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Mid Level QA Analyst

Duties:
  • Provide information and direction for customers regarding services, operating rules, integrated billing, and general authorization and chargeback transaction research
  • Approve the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills
  • Act as escalation point for clients/customers
  • Approve the referral of unresolved customer grievances to designated departments for further investigation
  • Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  • Solicit sale of new or additional services or products
  • Report on help desk activities to executive level management
Desired Skills/Experience:
  • High School Diploma or GED required
  • 3-7 years financial services related experience required; credit/debit card experience preferred
  • Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills
  • Strong ability to work independently and manage one’s time 
  • Strong ability to accurately document and record customer/client information 
  • Strong leadership and mentoring skills necessary to provide support and constructive performance feedback 
  • Previous experience with computer applications, such as Microsoft Word and PowerPoint
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