(Internal Candidates Only – Job Posting not to be shared externally)

Who is Blueprint?

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

Why Blueprint?

We are innovators. Motivators. Thought provokers. Our collective backgrounds bring diverse perspectives that enable us to consistently think differently. We want you to bring your biggest and best ideas to help positively impact our culture, clients and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, and 401k.

What will I be doing?

Blueprint is looking for a Quality Analyst to be part of the team.

The Quality Analyst is part of our Services Management and Support Practice function. This role focuses on ongoing quality improvements for our internal Customer Support team. This role requires an experienced, highly organized support professional who can help define, drive and maintain continuous quality improvement for a large, fast-growing support team.

Duties/Responsibilities:

• Conduct customer support ticket reviews and provide feedback to team leads.
• Maintain proficiency in ticket handling by reviewing all emails, SharePoint announcements, and training updates as provided.
• Collaborate with stakeholders and internal teams to ensure that quality improvement efforts remain consistent with Blueprint and client quality standards.
• Work in a fluid, multi-cultural, close-working, diverse environment.
• Maintain poise, diplomacy, and professionalism at all times.
• Complete assigned tasks and projects in a timely manner.
• Meet productivity targets following set cadence.
• Meet performance targets and maintain appropriate calibration with other Quality Analysts.

• Flexibility to work outside of documented scope as the role expands.
• Additional duties and special projects as assigned.

Qualifications:

• Bachelor’s degree preferred or relevant work experience with preference towards business, technical or quality focus.
• Experience in a Customer Support field as a plus.
• Experience as a gamer is a plus.

Skills/Abilities:

• Ability to concentrate on routine tasks for extended periods of time.
• Critical/analytical thinking with the aptitude to make quick accurate judgment.
• Meticulous attention to detail and the ability to rely on most current documentation.
• Proven track record of high productivity and quality performance.
• Strong empathetical communication skills with good time management and attendance.
• Ability to handle sensitive, confidential data.
• Certified in multiple languages, with priority given to candidates with demonstrated fluency in English and at least one of the following Russian, Chinese, Portuguese, Spanish, Turkish, German, Polish, Ukrainian, French.
• Proficiency in multiple lines of businesses (Tech trained, preferred but not required).

Work Environment:

• The work environment is usually a traditional office, indoor setting with no exposure to outside elements. 
• This position may require a work schedule across weekends and holidays and may be subject to blackout dates which may include holidays where PTO is not approved. 
• This position requires no travel. 
• May work remotely based on adherence to the organization’s work from home policy.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the job. 

Physical Requirements: 

• The employee is frequently required to sit at a workstation for extended and lengthy periods of time. The employee will occasionally walk; will frequently use hands to finger, handle, grasp or feel; and reach with hands, wrists, or arms in repetitive motions. 
• The employee will frequently use fingers for manipulation of computers (laptop and desktops) and telephone equipment including continuous 10-key, handwriting, use of mouse (or alternative input device), use of keyboard (or alternative input device), or sporadic 10-Key, telephone or telephonic headsets. This position will also frequently use other office productivity tools such as the printer/scanner.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This position requires frequent use of a computer monitor and visual acuity to perform email responses, prepare and analyze data; transcribe; extensive reading and online communication.

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: ($25.00 - $27.25). The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue, WA)