National Assistance Center Quality Assurance Specialist

Telecommunting: Remote
Travel Requirement: Less than 10%
Clearance Level Must Be Able to Possess: None
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: Other

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

Salary Information
The likely hourly rate for this position is between $17.57 - $20.70. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Benefits Information
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans