Quality Assurance Specialist - USSOUTHCOM

Clearance Level
Quality Assurance
Doral, Florida

REQ#: RQ138130

Travel Required: Less than 10%
Requisition Type: Regular
Quality Assurance SpecialistBased in Doral, FL (On Site Role)US Secret Level Security clearance is requiredPerson hired for this role will be a member of the team with the responsibility to ensure the highest level of quality to the SCITES customer through the performance of a dedicated focus on quality assurance on customer service and information accuracy.Chosen individual will foster the quality assurance approach and plan across the program.Will require active engagement and implementation of regularly scheduled internal calibration sessions, monitoring phone customer interactions, analysis of quality data to identify trends, and communication of program quality performance.Successful candidate will have experience with quality assurance processes.Require an individual that is a proactive agent for change, possesses high energy, has a passion for quality, and is self-motivated.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
  • Assists with the completion of quality assurance tasks.
  • Assists with the tasks associated with quality assurance tests.
  • Documents potential risks and compliance issues.
  • Assists with the tasks associated with the quality standards implementation and the compliance execution process.
  • Assists with the tasks required to document if products or services meet the organization's quality standards.
  • Assists with documenting quality assurance issues.
  • May coordinate quality trainings and document the entire quality testing process.

  • BA/BS (or equivalent education, training and experience).
  • 1+ years of experience.
  • Secret Level Security Clearance
Required Qualifications:
  • 6+ months 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).
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.

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.