Call Center Sr Quality Analyst- REMOTE

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

MBI (T2)

Job Family:

Customer Service

Job Qualifications:

Skills:

Call Center, Contact Center Leadership, Continual Improvement Process, Problem Solving, Quality Management

Certifications:

None

Experience:

10 + years of related experience

US Citizenship Required:

No

Job Description:

Customer Service Analyst Senior

Seize your opportunity to make a personal impact as a Customer Service Analyst Senior supporting contact center leadership, with a background in customer service, quality assurance, data analysis, total quality management, and continual service improvement. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. We are looking for a dedicated professional who is customer focused, results oriented, and passionate about quality.

HOW A CUSTOMER SERVICE ANALYST SENIOR WILL MAKE AN IMPACT

• Mine data from primary and secondary sources, conducts analysis, produces relevant information that helps executive leadership make informed decisions.
• Communicate trends, patterns and predictions using relevant data.
• Assess quality of contact center personnel and services provided through data analysis.
• Distribute ongoing analysis of contact center key programs such as Quality Assurance
• Aid in establishing contact center goals, metrics and priorities in line with targets and industry standards for an enhanced customer experience; measure performance against such indicators.
• Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives and implements strategic policies when selecting methods, techniques and evaluation criteria for obtaining results.
• Conducts continual improvement analyses on all aspects of contact center performance by using quality principles and tools; works collaboratively with others to develop corrective action plans
• Provide support for the creation of Standard Operating Procedures (SOPs), Standard Work Instructions (SWIs), instructional guides and materials, quality scorecards, etc. for contact center roles that will be used to administer Care Center Operations programs.
• Work with the leadership from multiple care centers on lessons learned and continual improvement exercises where needs have been identified.

WHAT YOU’LL NEED TO SUCCEED:

Required Experience:

• 10+ years of Contact Center experience
• 5+ years of contact center quality program development experience
• 2+ contact center supervisory experience managing teams up to 10 or more direct reports, preferably as a Quality Lead/Supervisor

Education: High School Diploma or equivalent; bachelor’s degree in business or a related field, preferred

Required Technical Skills:

• Proficiency with MS Office (PowerPoint, Word, Excel, etc.)
• Knowledge of and experience with contact recording systems (Quality Monitoring/Evaluation Tool [Genesys Cloud Preferred])
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes

Security Clearance Level: Contingent hire upon obtaining Public Trust

Required Skills and Abilities:

• Ability to be self-disciplined and work remote in a quiet, secure location
• An ability and willingness to learn new software applications
• Skills in complex problem solving, judgment, critical thinking and decision making
• An ability to manage to contractual turnaround times
• An ability to organize information and have attention to detail and accurately follow procedures
• An ability to work with others or alone, occasionally under time pressure and on several tasks at the same time
• An ability to effectively communicate orally and in writing with co-workers, management team, and other departments, including being sensitive to professional ethics

● Location: Remote
 

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.

GDIT IS YOUR PLACE:
● Flex work week options available to own your priorities at work and at home
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays

The likely salary range for this position is $68,000 - $92,000. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:

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.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans