Quality Assurance Specialist

Milestone Technologies

Phoenix, AZ

Estimated pay: Est. $18–$27/hr (market estimate, not employer-stated)

**Company Overview**

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Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

**Job Overview**

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We are seeking an individual passionate about coaching and collaborating with team members to deliver meaningful user experiences. The Quality Assurance Specialist role focuses on bridging knowledge gaps, creating awareness of available resources, and working collaboratively with team members to establish personalized goals for continuous improvement—all to provide outstanding service that enhances user satisfaction while mitigating business risks. If you enjoy addressing significant challenges and making a meaningful impact on people's lives, come join us!

**Responsibilities**

• Review ticket, chat, and email interactions daily and provide clear, constructive written feedback to team members.
• Provide relevant guidance, support, and encouragement to reinforce quality standards and continuous improvement.
• Track and maintain individual quality assurance (QA) scores, evaluation checklists, and performance trends.
• Evaluate team members’ interactions with users to ensure adherence to established processes, accuracy of information, and a positive user experience.
• Collaborate with team leaders to ensure team members receive appropriate coaching and feedback, and provide QA findings to support performance reviews.
• Identify and present quality trends and recommendations for improving systems, processes, and procedures to enhance service quality, operational efficiency, and the user experience.
• Maintain a comprehensive working knowledge of relevant policies, procedures, products, and services.
• Perform other tasks and duties as assigned.

**Skills**

• At least 2 years of Help Desk and/or quality assurance (QA) experience.
• Proficiency in Microsoft Office, Google Workspace, or comparable productivity and collaboration tools.
• Ability to adapt feedback and coaching to different personalities, learning styles, goals, and strengths.
• Clear, constructive written and verbal communication skills that encourage collaboration, professional growth, and partnership.
• Strong listening and problem-solving skills.
• Ability to adapt to changing processes, priorities, and business needs.
• A positive, professional, and supportive approach to working with others.
• Ability to understand and explain the reasoning behind quality standards, processes, and recommended improvements.
• Accountability for the quality, accuracy, and timely completion of assigned work.
• Strong attention to detail when reviewing interactions, documenting findings, and tracking QA results.
• Demonstrated ability to consistently meet or exceed performance expectations.
• Ability to take initiative, manage priorities, and work independently with minimal supervision.

**Compensation**

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Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

**Our Commitment to Diversity & Inclusion**

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*At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that cha