VA ESDMS Quality Analyst

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT Technology Shared Services (TSS) is your place! You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. 

At GDIT, people are our differentiator. As a Quality Analyst supporting VA ESDMS, you will be trusted to serve as a member of the team with the responsibility to ensure the highest level of quality to the VA customer through the performance of a dedicated focus on quality assurance for 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.  This role will be at the ITC in Bossier City, LA.

In this role, a typical day will include the responsibilities below:

• 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 quality data to make recommendations for improvements
• Prioritize and meet contractual deadlines
• Maintain a high level of confidentiality regarding employee information
• Work independently and as part of a team
• Communicate proactively any concerns/issues that will impact deliverables and/or business
• Occasionally engage with customers via phone as needed

Required qualifications:

• HS Diploma
• 1 or more years of experience in a Call Center role
• Ability to acquire a Public Trust
• Ability to multi-task, complete tasks without direct supervision, and function in a dynamic, fast-paced environment
• Excellent verbal and written communication skills
• Demonstrated experience working with MS Office Products (Word, Excel, Visio, PowerPoint, & Project)
• 6 months or more of experience working on the VA ESDMS Helpdesk

Preferred qualifications:

• ITIL v.4 Certification
• HDI-SCA Certification
• Demonstrated experience communicating with senior level Government personnel, including agency executives
• Demonstrated experience utilizing Quality Management Systems
• Demonstrated experience with call playback software

WHAT GDIT CAN OFFER YOU:

• Full-flex work week
• 401(k) with company match
• Internal mobility team dedicated to helping you OWN YOUR CAREER!
• Collaborative teams of highly motivated critical thinkers and innovators
• An ability to make a real impact on the world around you

Applying for a career in GDIT’s Engagement Center is as easy as 1…2…3.   To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.

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