Type of Requisition: Regular Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: None Job Family: Customer Service Job Description + Assesses contact center agent interactions with customers via multiple channels (e.g., Voice, Standard Messaging, E-mail) + Evaluates interactions between the CSR and customer using the quality evaluation solution for the program, providing context for ratings + Provides unbiased and accurate scoring according to approved criteria definitions, quality standards, knowledgebase, and standard operating procedures (SOPs) + Seeks guidance when uncertain in scoring + Communicates scoring feedback to agents in written format, providing agents a path to locate appropriate reference materials for additional guidance + Meets and exceeds the daily requirement of completed evaluations + Acts as team player in order for the team to meet contractual quality monitoring commitments + Acts as a mentor or "buddy" to new hire quality team members + Participates in calibration and joint monitoring sessions and complies with agreed scoring standards + Responds to and reviews score disputes; uses feedback to improve personal performance + Acts as a subject-matter expert, answers questions and assists contact center staff utilizing approved SOPs, training materials or knowledgebase tools as reference + Identifies and communicates call trends with QA leadership and/or call center management, as directed + Champions quality across the program + Participates in other tasks, as assigned Qualifications + High school diploma or GED required; Bachelor's degree preferred + Three or more years of contact center experience + Minimum of six months contact center Agent experience preferred + Minimum of two years contact center quality monitoring experience to include providing feedback to Agents and / or management level employees preferred + Experience or knowledge in building a quality scorecard and / or critical quality standards, preferred Desired Knowledge, Skills and Abilities As an ideal candidate for this role, YOU have: + An ability to be self-disciplined and work remote in a quiet, secure location + An ability and willingness to learn new software applications + Knowledge of and experience with contact recording systems (e.g., Genesys) + An ability to organize information and accurately follow procedures + Exceptional typing, listening and analytical skills, with strong attention to detail + An ability to work in a multi-task environment + An ability to effectively communicate orally and in writing with co-workers and management team + An ability to maintain confidentiality + An ability to demonstrate diplomacy and discretion This program only accepts US citizens and/or Green Card Holders. The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days. Additional Job Description 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. 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.