Quality Assurance Specialist

With a strong focus on quality assurance performance management the QA Specialist will be responsible for continual service improvement of identified NVR sites with excessive monthly backlog of alarms. The QA Specialist will also assist in remote support of video surveillance system deployments system troubleshooting and technical support (not an inclusive list). Sets up configures tests implements supports and maintains new and existing Securitas surveillance software systems and services. Prepares detailed specifications diagrams and documentation supporting these systems. Monitors the operation of surveillance systems and interfaces with vendors as needed. Interface with IT technical teams integrators and field office personnel.

ESSENTIAL FUNCTIONS

• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all the functions listed. Additional duties may be assigned and functions may be modified according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions unless such duties or tasks are unrelated to the functions listed in which case they are deemed to be other (nonessential) functions.
• Associates are held accountable for successful job performance. Job performance standards may be documented separately and include functions objectives duties or tasks not listed herein.
• In performing functions duties or tasks associates must know and follow safe work practices and be aware of company policies and procedures related to job safety including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions duties or tasks are to be done honestly ethically and professionally and in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures associates are required to request clarification or explanations from superiors or authorized company representatives.

1. Identify and report on sites that have inbound alarms in excess of established commercial baselines.
2. Recommend and deploy various site optimizations including hardware configuration software analytics and potential new integrations to reduce backlog of alarms to acceptable levels.
3. Regular portfolio review of poor performing accounts with the business and output remediation plans.
4. Align with the business on commercial requirements and engage RG customers to set service expectations.
5. Assist with site onboarding process as needed which involves onboarding of accounts into SOC (Securitas Operations Center). Coordinates with SST (Solution Sales Tool) regions and client to ensure remote services will be provided as intended.
6. Manages and directs the work of Securitas subcontract labor to ensure completion of installation projects as it relates to security system setup / configuration for remote services
7. Ensures that all assigned installation projects are handled properly in accordance with Securitas Technology policies and procedures.
8. Interacting and supporting field service personnel in support of system repairs and maintenance.
9. Maintain high level of programming knowledge in IP Video Surveillance Systems Access Control systems and related technologies.
10. Learn all surveillance center backbone applications and obtain certifications to be able to interface with vendors configure new systems troubleshoot issues and to provide applications support.
11. Provide 24/7 oncall availability as needed.

MINIMUM QUALIFICATIONS AT ENTRY

• Additional qualifications may be specified and receive preference depending on the position.

Education/Experience:

• Bachelors Degree and min. 35 years related experience or an equivalent combination of education and experience sufficient to perform the essential function of the job as determined by the company.
• Experience with various security system platforms and related equipment including but not limited to NVRs cameras access control systems monitoring center software.
• Experience with Immix and its integrations such as Avigilon Axis Calipsa Genetec Arlo a plus.
• Experience supporting and troubleshooting a Windows environment and workstations.
• A general understanding of IP addressing.
• Ability to write technical documentation.
• Ability to organize and perform job duties within a constantly changing environment.
• Ability to interact with and oversee vendors.
• Works independently with the ability to make decisions on demand to meet customers expectations.
• Ability to manage projects and resources to satisfactory completion.
• Experience with networking equipment (routers and switches) a plus.
• Ability to analyze data and services and make appropriate recommendations to improve service/reduce cost.

Competencies (as demonstrated through experience training and/or testing:

• Ability to effectively troubleshoot and accurately resolve problems
• General knowledge in Microsoft Office Programs including but not limited to: MS Word MS Excel MS Outlook
• Excellent planning organization and time management skills
• Manages ambiguity
• Effective communication skills
• Outstanding interpersonal skills
• Strong customer focus
• Organizational savvy
• Ensures accountability
• A willingness to learn is essential as the position adapts to changes in the organization

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation it requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands the demands of the job include:

• Maintaining composure in dealing with authorities executives clients staff and the public occasionally under conditions of urgency and in pressure situations
• Must undergo and meet company standards for background and reference checks controlled substance testing and behavioral selection survey
• Handling and being exposed to sensitive and confidential information
• Required ability to handle multiple tasks concurrently
• Computer usage
• Regular talking and hearing
• Close vision distance vision and ability to adjust focus
• Frequent sitting standing and walking any of which may be required for extended periods of time and may involve climbing stairs and walking up inclines
• Frequent lifting and/or moving up to 20 pounds and occasional lifting and/or moving of 50 pounds or more
• Must be able to work a flexible schedule and additional hours.