Quality Assurance Specialist - Managed Services

 

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

 

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

 

About the Role:

As a Quality Assurance Specialist, you will be responsible for ensuring the highest level of service quality and customer satisfaction through meticulous testing, analysis, and process improvement initiatives within our managed services offerings. Join our team and play a key role in ensuring the delivery of high-quality managed services to our clients, driving customer satisfaction and business success through your expertise in quality assurance.

 

What You’ll Do:

• Develop and implement quality assurance processes and procedures to ensure consistency and adherence to service level agreements (SLAs) across managed services.
• Design and execute comprehensive test plans and test cases to evaluate the functionality, performance, and reliability of systems, applications, and services.
• Conduct thorough regression testing to validate software updates, patches, and configurations, ensuring no adverse impact on service quality or customer experience.
• Identify, document, and prioritize defects and issues discovered during testing, working closely with cross-functional teams to facilitate resolution and prevent recurrence.
• Perform root cause analysis to determine the underlying causes of quality issues and recommend corrective actions and process improvements.
• Monitor and analyze key performance indicators (KPIs) and metrics related to service quality, identifying trends and areas for improvement.
• Collaborate with internal teams to define and implement quality assurance standards, best practices, and methodologies.
• Provide training and guidance to team members on quality assurance processes, tools, and techniques.
• Conduct regular audits and reviews of operational processes and documentation to ensure compliance with regulatory requirements and industry standards.
• Stay informed about industry trends, emerging technologies, and best practices in quality assurance and managed services. And account teams appropriately, bringing topics of interest and concern to their attention before the customer’s business is impacted

 

Qualifications & Interests:

• Bachelor's degree in Computer Science, Information Technology, or related field; relevant certifications preferred.
• Proven experience as a Quality Assurance Specialist in the managed services industry or similar environment.
• Strong understanding of quality assurance principles, methodologies, and best practices.
• Familiarity with ITIL framework and IT service management concepts.
• Excellent analytical and probl