QA Analyst

Overview

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

 

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

 

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

 

POSITION SUMMARY:

We are currently hiring an Analyst to support our global software client in Boise, ID.  This position is part of a team focused on warranty cost reduction for the OPS printer business. The Analyst evaluates case data for support interventions and contributes to providing insights into product issue trends. The analysis and resulting reporting are used to drive warranty cost savings opportunities, projections, and correlating issue countermeasure work. This is a full-time, long-term position where the candidate must be local to the Boise area to be able to work a hybrid, standard work week. The onsite schedule expectation is currently one day per week, but is subject to change due to workload and manager/client request or requirement.

Responsibilities

• Analyze and assign category codes to customer call cases prior to onsite service events for printer and printer-related products after initial product release.
• Analyze and assign category codes to onsite cases as they relate to the impact on warranty costs, product quality, and customer satisfaction.
• Participate in quality meetings and activities to better prepare for new product introduction case analysis.
• Provide additional targeted analysis and reporting as needed.
• Collaborate with other Customer Assurance team members, Tech Marketing, and Current Product Engineering teams as necessary to provide insights into field issues and how field technicians are resolving them.
• Regularly collaborate with other QCAs and engage in peer review exercises to ensure uniform case coding methodologies across the team.
• Review methodologies with other team members for the creation of process adjustment proposals to improve the usefulness of the analysis the QCA team provides.
• Occasional lifting and manipulating of printers and devices.
• Diagnose event codes not found in documentation.
• Manage and use various software tools and programs around data sets and device parts.
• Track down customer data or relevant information leading to a root cause solution.
• Assist in hardware teardowns and identify specific component failures.
• Perform additional duties as assigned.

Qualifications

• Data analysis, testing or software/hardware engineering around LaserJet printers or print solutions.
• Knowledge of customer support practices. (Call center and/or field).
• Microsoft Excel knowledge - specifically working with queries, pivot tables/charts, and data manipulation.
• Strong attention to detail and passion for accuracy.
• Ability to discern patterns and themes in large sets of data.
• Ability to work collaboratively with team members and adjust personal practices as team processes evolve.
• Ability to lift 40lbs.
• Ability to Provide/Update/Create documentation, templates, processes, and reporting.
• Ability to work effectively with cross-functional and cross-cultural teams.

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priorit