Sr. Quality Assurance Specialist

16 Jul 2024

Vacancy expired!

Title : Sr. Quality Assurance Specialist

Location : Tysons Corner, VA

Duration : Long term

Job Description:
  • The Quality Assurance Specialist shall be responsible for assessing the quality of the performance of the Help Desk Specialists.
  • The Quality Assurance Specialist shall monitor inbound and outbound calls and emails responses to assess demeanor, technical accuracy, customer service performance, and conformity to SRC policies and procedures.
  • The Quality Assurance Specialist shall assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed.

Required Education Requirements:
  • Bachelor's Degree and specialized experience providing quality assurance analysis for a multi-tier/level Call Center required.
  • Current HDI Certification is required.

Experience Requirements:
  • In addition to the education requirement the Quality Assurance Specialist shall also have a minimum of eight (8) years of experience monitoring communications to internal and external shareholders to ensure information disseminated complies with guidance and regulations and/or like complexity.
  • Acceptable specialized Quality Assurance Specialist experience shall also include:

Experience with:
  • Ensuring the Help Desk Specialists are providing a level of excellent customer service
  • Operating quality assurance and quality monitoring programs.
  • Assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programs
  • Monitoring inbound and outbound communications to observe customer satisfaction
  • Documenting contact observations programs to provide feedback and coaching to the Help Desk Specialists
  • Coordinating with internal training partners to develop training modules

Additional Required Knowledge and Skills:
  • Ability to communicate clearly, both orally and in writing
  • Ability to adapt to changing environments
  • Ability to build relationships and collaborate effectively with Contractor and staff
  • Ability to demonstrate understanding of customer care and call center processes
  • Ability to lead and manage projects, analyze problems, and make oral presentation
  • Ability to provide clear leadership, technical direction, and guidance to all levels of staff
  • Ability to support and execute all non-Key Personnel duties as needed
  • Ability to facilitate new hire training sessions
  • Ability to recognize staff deficiencies and develop training initiatives to address deficiencies
  • Ability to demonstrate proficiency in Microsoft Office suite
  • Ability to conduct staff evaluations to identify areas of improvement

  • ID: #44127357
  • State: Virginia Tysonscorner 22102 Tysonscorner USA
  • City: Tysonscorner
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2022-07-16
  • Deadline: 2022-09-12
  • Category: Et cetera