Back to all jobs

Reciprocity Industries are hiring a

SQA End User Experience Specialist

Description

We are seeking a collaborative, detail-oriented SQA & End User Experience Specialist to serve as a key link between DevOps and Operations. This role ensures that our internal software tools are reliable, user-friendly, and continuously improved to support the needs of nearly 100 legal support call center agents and supervisors. Positioned at the intersection of Software Quality Assurance (SQA), Help Desk, Product Management, and Training, this role supports software releases by clearly communicating functionality and changes, facilitating feedback between employees and developers, and maintaining an accessible End User Manual. The ideal candidate brings experience in QA workflows, technical writing, and internal customer support, along with a strong focus on usability and end-user experience in a cross-functional environment.

POSITION SUMMARY:

The SQA & End User Experience Specialist supports the reliability and usability of internal software tools used by call center agents and supervisors. This position works closely with DevOps, Operations, and the Product Team to test new features, document system functionality, and ensure that software changes are communicated and adopted effectively. Core responsibilities include performing quality assurance testing, gathering and translating user feedback, maintaining clear end-user documentation, and assisting with training and rollout of software updates. The role requires strong technical writing skills, attention to detail, and the ability to work across teams to improve the employee experience with internal systems.

KEY RESPONSIBILITIES:

Quality Assurance & Testing

  • Act as a full member of the SQA team to develop and execute integration, regression, and acceptance tests to ensure stable, bug-free releases.
  • Validate that delivered features align with real-world operational needs expressed by the Product Team and Operations staff.
  • Collaborate with IT Help Desk and developers to reproduce reported bugs, triage issues, and document tickets for resolution.

User-Centric Documentation

  • Lead the creation, management, and continuous improvement of a dynamic End User Manual for internal software.
  • Translate technical specifications, Jira tickets, and product demos into clear, accessible guides and process flows for non-technical users.
  • Capture evolving workflows and usage patterns in collaboration with the Product Team and Operations stakeholders.

Cross-Team Liaison & Product Involvement

  • Participate in weekly Product Team meetings alongside DevOps and Operations staff to advocate for usability and clarity.
  • Represent the “voice of the user” in QA and product discussions to ensure software meets operational realities.
  • Feed user experience insights and testing criteria back into the development cycle to accelerate improvements.

Training & Change Management Support

  • Partner with the Operations training team to support onboarding and continuous learning related to internal software.
  • Develop and maintain training modules, quick reference guides, and update communications for system rollouts.
  • Support new feature launches by coordinating user communication, training artifacts, and knowledge transfer.

KEY SKILLS:

  • Demonstrates strong analytical and QA testing skills, with the ability to validate software functionality against employee needs.
  • Communicates effectively across technical and non-technical teams to ensure clarity and shared understanding.
  • Creates clear, concise, and user-friendly documentation tailored for employees at all levels.
  • Shows empathy for end users, consistently advocating for usability and ease of adoption.
  • Collaborates well across departments, balancing the priorities of DevOps, Operations, and Product teams.
  • Stays flexible and proactive when responding to shifting priorities, managing multiple tasks, and anticipating team needs.
  • Embraces continuous learning and development, quickly adapting to new tools, procedures, and software updates.
  • Takes ownership of work, learns from feedback, and makes informed decisions using available information.

MINIMUM QUALIFICATIONS:

  • Must be at least 18 years of age or older.
  • Working knowledge of Microsoft Office Suite, Adobe, and other similar software.
  • Must be able to read, comprehend, and follow written and verbal instructions.

PHYSICAL REQUIREMENTS:

  • Prolonged periods of sitting.
  • Perform repetitive tasks such as typing and clicking. Must be able to lift and move light items up to 20 pounds at times.
  • Must be able to bend, reach, push, pull, lift, and sit. The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS:

The company offers a comprehensive benefits package including:

  • Medical, dental, and vision.
  • Voluntary life, accident, critical illness, hospital indemnity, and short-term disability.
  • Vacation, sick and floating holidays.
  • Employee assistance program.
  • Paid parental leave.
  • 401(k) retirement plan.

DISCLAIMER:

This is not meant to be an all-inclusive list of duties and responsibilities for this position but constitutes a general definition of the position's scope and function.

EQUAL OPPORTUNITY EMPLOYER:

We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. If you require a reasonable accommodation to complete the application or interview process, please contact us at dl-human-resources@caseopp.com.