National Assistance Center Quality Assurance Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate both live and recorded phone interactions for customer service quality and accuracy of information.

• Provide clear and actionable feedback on customer interaction assessments.

• Conduct calibration sessions with internal staff and client representatives.

• Utilize Microsoft Excel to track and highlight performance trends from quality process data.

• Represent quality metrics in PMO and Operations meetings.

• Analyze quality data to propose enhancements.

• Manage priorities and adhere to contractual deadlines.

• Ensure confidentiality regarding employee information.

• Work autonomously as well as collaboratively within a team environment.

• Communicate proactively about concerns and issues affecting deliverables or the business.

• Occasionally interact with customers via phone as necessary.

• Promote and implement the quality assurance strategy and plan throughout the program.

• Oversee customer interactions, assess quality data, identify trends, and convey program quality performance.

⛳️ Requirements

• A high school diploma is mandatory.

• At least 1 year of experience in a call center setting is required.

• US citizenship is necessary.

• Experience in communicating with executive leadership is essential.

• Intermediate skills in Microsoft Office applications: Word, Excel, Visio, PowerPoint, and Project.

• Preference for candidates with over 1 year of experience in Quality Management Systems.

• Preference for candidates with more than 1 year of experience using call playback software.

• Capability to multitask, accomplish tasks independently, and thrive in a fast-paced, dynamic environment.

• Experience with FEMA programs is preferred.

• No security clearance is currently required, nor is one needed to obtain.

• Travel requirements are less than 10%.

• Must be available for a scheduled 8 hours per week.

🏝️ Benefits

• 401K plan with company matching contributions.

• An internal mobility team focused on supporting your career development.

• Collaborative teams comprised of motivated critical thinkers and innovators.

• Opportunity to make a significant impact on the surrounding community.

• Options for medical plans, some including Health Savings Accounts.

• Dental plan options available.

• Vision plan options available.

• Flexible work weeks when possible.

• Paid vacation, sick, and personal time.

• Paid holidays.

• Paid parental leave.

• Paid military leave.

• Paid bereavement leave.

• Paid jury duty leave.

• New employees receive 15 days of paid leave per calendar year, prorated based on the date of hire.

• Additional 10 paid holidays are provided each year.

• Eligible employees can receive up to 160 hours of paid family leave in a rolling 12-month period.

• Benefits for short- and long-term disability.

• Life insurance coverage.

• Accidental death and dismemberment insurance options.

• Personal accident insurance coverage.

• Critical illness insurance options.

• Business travel and accident insurance coverage.