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Contact Center Quality Assurance Analyst, Entry Level - REMOTE job in Rome at General Dynamics Information Technology

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Contact Center Quality Assurance Analyst, Entry Level - REMOTE at General Dynamics Information Technology

Contact Center Quality Assurance Analyst, Entry Level - REMOTE

General Dynamics Information Technology Work from Home/Remote Full-Time

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

  • 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

  • Minimum of six months contact center Agent experience

  • Minimum of one year contact center quality monitoring experience to include providing feedback to Agents and / or management level employees 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.

The likely salary range for this position is $36,000 - $54,000, 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.

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. 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.

Recommended Skills

  • Analytical
  • Attention To Detail
  • Calibration
  • Call Centers
  • Communication
  • Confidentiality
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