Quality Assurance & Training Specialist (Remote)

Job Title: Quality Assurance & Training Specialist 

Location: Mexico and Canada Remote 

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions. 

Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years. 

The team: This role reports to the Director of Client Services 

Job Overview: 

We are looking for a highly skilled and innovative Quality Assurance Specialist to join our team. The ideal candidate will bring a unique approach to QA, demonstrating the ability to think outside the box and effectively identify and address issues across multiple communication channels. This global role requires extensive QA experience across multiple communication channels (phone, email, webform, and chat) and strong coaching and training skills to support teams across APAC, EMEA, and Americas regions. 

Key Responsibilities: 

• Innovative Problem-Solving: Apply creative and unconventional methods to address and resolve quality issues. Continuously seek new ways to improve processes and enhance the customer experience. 

• Issue Identification: Efficiently pinpoint issues and discrepancies across various communication channels. Utilize analytical skills to troubleshoot and resolve problems effectively. 

• Quality Assurance: Conduct detailed QA assessments for interactions through phone, email, webform, and chat. Ensure that all communications meet established quality standards and align with best practices. 

• Coaching and Training: Provide guidance and support to team members. Develop and deliver both recorded and live training sessions tailored for APAC, EMEA, and Americas shifts to improve team performance and adherence to quality standards. 

• Continuous Learning: Stay abreast of industry trends, new technologies, and best practices. Demonstrate a commitment to personal growth and professional development by actively engaging in learning opportunities. 

• Organizational Skills: Maintain meticulous records and documentation related to QA processes, training, and performance metrics. Effectively manage multiple tasks and prioritize responsibilities. 

• Attention to Detail: Exhibit exceptional accuracy and thoroughness in evaluating quality. Identify and address even minor inconsistencies to ensure the highest standards are consistently met. 

• Self-Motivation: Demonstrate the ability to work independently with minimal supervision. Show initiative and drive to achieve high standards and contribute positively to the QA team’s success. 

• Tool Proficiency: Utilize Salesforce (SF) and NICE platforms effectively. Experience with these tools is a plus for managing data and integrating QA processes. 

• Metric-Driven: Leverage performance metrics and data to make informed decisions. Track and analyze KPIs and other relevant data to drive continuous improvement and measure effectiveness. 

What We’re Looking For:  

• Experience: Proven QA experience across multiple communication channels (phone, email, webform, and chat). 

• Skills: Strong problem-solving abilities, excellent organizational skills, and precise attention to detail. Ability to think creatively and work independently. 

• Tools: Familiarity with Salesforce (SF) and NICE platforms is advantageous. 

• Education: Bachelor’s degree in Business, Communications, or a related field is preferred. 

• Attributes: Self-motivated, metric-driven, and dedicated to continuous learning and improvement 

Compensation/Benefits Information (This section is only applicable to US  

candidates):

About Company Statement: 

Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. https://accuristech.com/ 

Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world’s most complex problems. 

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.