Quality Assurance Senior Analyst

About the position

Join SRP as a Quality Assurance Senior Analyst! Driven by our mission to exceed expectations through passion, performance and profitability. Since our founding as a regional distributor of sunglasses in 1969, SRP has grown into an international leader providing in-store merchandising solutions to a wide variety of retail partners and their consumers. We have built relationships with thousands of international, national, and regional retailers who rely on our customized solutions in more than 60,000+ locations across the U.S. and Canada. With warehouse facilities in several states and service reps covering all regions of the country, there isn't a retail location we can't service.

Responsibilities

• Guide and mentor the Quality Assurance Specialists (QAS).
• Organize, plan and set priorities to ensure all projects are completed efficiently and effectively.
• Communicate goals, expectations and deadlines to ensure timely completion and a shared group understanding of projects.
• Identify and address problems as they arise.
• Monitor and manage project processes and take corrective action to ensure timely completion within a budgeted time frame.
• Allocate and manage resources such as time and tools, to complete work effectively and timely.
• Provide support for escalated calls and/or issues that arise.
• Create weekly, monthly and quarterly reporting for Quality Assurance Team, Sales and Field Operations.
• Maintain daily master data requests and reports.
• Ensure call center is appropriately staffed based on historical data of call volume.
• Review calls for accuracy, efficiencies and identify improvement opportunities regarding all areas.
• Identify systematic or process weaknesses to increase process improvement, efficiency and team effectiveness.
• Maintain the upkeep of supporting training documents and process standards and create new documentation for new processes.
• Create and maintain ad-hoc reporting.
• Participate in project calls.

Requirements

• Understanding of inventory and financial impacts, shrink and planograms.
• Strong verbal and written communication skills.
• Detail oriented problem solver with excellent time management and organizational skills.
• High school education required.
• Bachelor’s degree preferred or applicable experience in lieu of degree.
• A minimum of two years of experience in managing and/or leading groups or projects is required.
• A minimum of two years of customer service experience is required.
• Must be proficient in Microsoft Office 365 Word, PowerPoint and Outlook.
• Intermediate Excel skills are required.
• Previous use of a query product and data warehouse reporting is a plus.
• Previous use of Oracle is a plus.

Benefits

• Medical, dental, and vision insurance
• Company paid short term disability and life insurance
• Paid holidays and floating holidays
• PTO
• 401(k) with company match
• Tuition Reimbursement
• Employees are paid weekly