National Assistance Center Quality Assurance Specialist
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Job Description
Quality assurance specialist reviewing FEMA customer-service calls and information accuracy for GDIT. Analyzing quality trends, facilitating calibrations, and recommending program improvements.
Responsibilities:
- Review live and recorded phone calls for customer service and information accuracy
- Write effective, actionable feedback on customer interaction evaluations
- Facilitate calibration sessions with internal employees and client representatives
- Use Microsoft Excel to report and identify performance trends from quality-process data
- Represent quality in PMO and operations meetings
- Use quality data to recommend improvements
- Prioritize work and meet contractual deadlines
- Maintain confidentiality regarding employee information
- Work independently and as part of a team
- Proactively communicate concerns or issues affecting deliverables or the business
- Occasionally engage with customers by phone as needed
- Foster the quality assurance approach and plan across the program
- Monitor customer interactions, analyze quality data, identify trends, and communicate program quality performance
Requirements:
- High school diploma
- 1+ years of experience in a call center environment
- Demonstrated experience communicating with executive-level leadership
- Intermediate proficiency with Microsoft Office products: Word, Excel, Visio, PowerPoint, and Project
- US Citizenship
- Experience with quality management systems preferred
- Experience with call playback software preferred
- Ability to multitask, complete tasks without direct supervision, and function in a dynamic, fast-paced environment preferred
- FEMA program experience preferred
- Ability to possess or obtain no security clearance is required; public trust/other required: Other
Benefits:
- 401K with company match
- Internal mobility team dedicated to helping you own your career
- Collaborative teams of highly motivated critical thinkers and innovators
- Ability to make a real impact on the world around you
- Medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- Full flex work weeks where possible
- Vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave
- Typically 15 days of paid leave per calendar year
- 10 paid holidays per year
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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