GDIT is looking for a Quality Assurance Analyst who holds TS/SCI for a full time position, located in Annapolis Junction, MD
GDIT will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with a Customer Contact Center (CCC) consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. CSRA will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.
Responsibilities and Duties The QA Analyst supports the Quality Assurance program for the Service Desk regarding Service Desk policy and procedures. Monitors contacts via phone or web for customer service quality, content/referral accuracy, and provide feedback and coaching to the Agents. Participates in and supports process improvement initiatives. Assesses programs/projects to identify process concerns through process audits and observations. Provides operational assistance to address and resolve actions necessary for process compliance.
Active TS/SCI clearance required (CI poly preferred or must be able to obtain)
BA or equivalent + 2 yrs related experience, or MA + 1 yr related experience
Experience working with the technology industry
Experience working with company products and operating systems
Experience working with help desks and call triaging
Analytical and problem solving skills
Good interpersonal skills to interact with customers and team members
Organization and time management skills
Ability to work in a team environment
COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, 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.
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.
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.