National Assistance Center Quality Assurance Specialist

This position serves as the member of the team with the responsibility to ensure the highest level of quality to the FEMA customer through the performance of a dedicated focus on quality assurance on customer service and information accuracy. This individual will foster the quality assurance approach and plan across the program. This activity will require active engagement and implementation of regularly scheduled internal calibration sessions, monitoring customer interactions, analysis of quality data to identify trends, and communication of program quality performance. The successful candidate will have experience with quality assurance processes. The candidate will be a proactive agent for change, possess high energy, have a passion for quality, and be self-motivated.

General Dynamics Information Technology has opportunities available for Contact Center Quality Assurance Analysts in support of our National Assistance Center program.

Responsibilities and Duties:

• Reviews live and recorded phone calls for customer service and information accuracy
• Writes effective, actionable feedback on customer interaction evaluations
• Facilitates calibration sessions with internal employees and client representatives
• Utilizes Microsoft Excel to report and identify performance trends based on data gathered as part of the quality process
• Represents quality on PMO and Operation meetings
• Uses quality data to make recommendations for improvements
• Prioritized and meets contractual deadlines
• Maintains high level of confidentiality regarding employee information
• Works independently and as part of a team
• Communicates proactively any concerns/issues that will impact deliverable and/or business
• Will occasionally engage with customers via phone as needed

Required Qualifications:

• HS Diploma; AND
• 1+ years of experience in a Call Center environment
• Demonstrated Experience in communicating with executive level leadership
• Intermediate proficiency with MS Office Products (Word, Excel, Visio, PowerPoint, & Project)
• US Citizenship

Preferred Qualifications:

• 1+ years of experience in utilizing Quality Management Systems
• 1+ years of experience with call playback software
• Ability to multi-task, complete tasks without direct supervision, and function in a dynamic, fast-paced environment
• FEMA program experience preferred

WHAT GDIT CAN OFFER YOU:

• 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