Customer Experience QA Specialist

Title: Customer Experience QA Specialist

State Role Title: Policy Planning Spec III

Hiring Range: $95,000 - $100,000

Pay Band: 6

Agency: VA Information Tech Agency

Location: VA Information Technologies

Agency Website: www.vita.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as the Customer Experience QA Specialist in the Customer Experience Office.

The Customer Experience QA Specialist role is to provide leadership with data analysis for data-based decisions which includes data visualization and reporting. This position will aggregate data from various sources and make recommendations to improve the customer experience through journey mapping and/or process mapping. This position may lead cross functional teams and customer focus groups to improve the customer experience.

Responsibilities include:

• Collecting, connecting and measuring data points of customer agency digital touch points (example: customer satisfaction surveys) and performing detailed analysis.

• Using Power BI to create data visualization reports for leadership.

• Use tools like journey mapping and process maps for innovation and process improvements.

• Create surveys and analyze data from surveys to perform quantitative and qualitative analysis.

• Modify as needed VITA’s bi-annual customer satisfaction survey and perform analysis to improve the customer experience.

• Collect and analyze data from agency IT strategic plans, help desk tickets and customer satisfaction surveys to identify problem areas as well as opportunities for innovation.

• Lead and facilitate work sessions with customers and internal VITA to improve the customer experience.

• Work cross-functionally with various internal and external stakeholders.

• Collaborate with customer agencies, suppliers and other stakeholders for process improvement.

• Assist in the development of quality control measures, processes and procedures.

• Perform quality assurance reviews of business readiness communications.

• Prepare dashboards and reports from customer experience analysis.

• Evaluate trends in customer satisfaction and dissatisfaction to proactively address issues at the enterprise level.

• Contribute to COV Agency IT Resource (AITR) and Customer Advisory Council (CAC) meetings.

At VITA, we are driven by our mission to deliver sustainable and effective results through innovative, efficient, and secure services. Our vision is to be Virginia's most customer-focused technology partner, dedicated to empowering the Commonwealth by connecting, protecting, and innovating.

Be a part of our transformative journey. Apply now and contribute to shaping the future of technology in Virginia!

Minimum Qualifications

Considerable experience in the data analytics field.

Experience with data mining, data modeling, and data visualization.

Demonstrated ability to perform complex quantitative and qualitative analyses and synthesize conclusions.

Demonstrated ability using Microsoft Excel and pivot tables, Power Query.

Experience with technologies related to data visualization, analytics, and business intelligence applications (e.g. Tableau, Power BI).

Experience in designing and delivering dashboards, scorecards and data stories.

Strong analytical skills, including a thorough understanding of how to interpret business needs, translate them into analytics application requirement.

Considerable knowledge of tech aspects of visualization, analytics, BI applications including data modeling, data preparation/profiling, data integration.

Experience leading customer focus groups to solicit feedback and identify areas of improvement.

Experience translating, communicating, and reporting complex technical concepts and findings to a variety of internal and external audiences.

Additional Considerations

Considerable experience using the following applications: Microsoft Excel, Power Query, Microsoft Power Platform, Project Management, Organization Change management, Salesforce, Tableau, CRM Dynamics, MS SQL, Agile, Service Now, White Boarding Tools, and Survey Tools.

Degree in business, information technology or related field preferred; experience may substitute.