National Assistance Center Quality Assurance Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $17 - $20 / hour

⏱ Part Time

🟢 Junior

🔧 QA Engineer (Quality Assurance)

🚫👨‍🎓 No degree required

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• Review live and recorded phone calls for customer service and information accuracy • Write effective, actionable feedback on customer interaction evaluations • Facilitate calibration sessions with internal employees and client representatives • Use Microsoft Excel to report and identify performance trends from quality-process data • Represent quality in PMO and Operations meetings • Use quality data to recommend improvements • Prioritize work and meet contractual deadlines • Maintain confidentiality regarding employee information • Work independently and as part of a team • Proactively communicate concerns and issues affecting deliverables or the business • Occasionally engage with customers by phone as needed • Foster and implement the quality assurance approach and plan across the program • Monitor customer interactions, analyze quality data, identify trends, and communicate program quality performance

🎯 Requirements

• High school diploma required • 1+ years of experience in a call center environment • US citizenship required • Experience communicating with executive-level leadership • Intermediate proficiency with Microsoft Office products: Word, Excel, Visio, PowerPoint, and Project • 1+ years of experience using Quality Management Systems preferred • 1+ years of experience with call playback software preferred • Ability to multitask, complete tasks without direct supervision, and function in a dynamic, fast-paced environment • FEMA program experience preferred • No clearance currently required and no clearance required to obtain • Less than 10% travel required • Scheduled availability of 8 hours per week

🏖️ Benefits

• 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 • Medical plan options, some with Health Savings Accounts • Dental plan options • Vision plan options • Full flex work weeks where possible • Vacation, sick and personal time • Paid holidays • Paid parental leave • Paid military leave • Paid bereavement leave • Paid jury duty leave • 15 days of paid leave per calendar year for new employees, prorated based on date of hire • Additional 10 paid holidays per year • Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees • Short- and long-term disability benefits • Life insurance • Accidental death and dismemberment insurance • Personal accident insurance • Critical illness insurance • Business travel and accident insurance