Intermediate Quality Assurance Specialist

Overview

• Location: Washington, DC

• Salary: Dependent upon experience

• Available: Upon award, current in the proposal stage

• Monitor inbound and outbound communications to observe customer satisfaction.
• Initiate appropriate contact observation programs for maximum contract proficiency.
• Collaborate effectively with Contractor and Federal staff.
• Demonstrate understanding of customer care and contact center processes.
• Lead and manage data reports and analyzing data for trends and anomalies to present (written/oral) to Federal and contract management.
• Provide clear leadership, technical direction and guidance to all levels of staff.
• Support and execute all non-Key Personnel duties as needed.
• Provide clear directions and instructions pertaining to SEVP regulations (8 CFR 214.2 and 214.3).

• Automatic Call Distributors (ACD).
• Interactive Voice Response (IVR).
• Knowledge base systems.
• QA applications.

• Experience assisting with and developing training modules and staff improvement programs and implementing customer satisfaction programs.
• Knowledge of documenting contact observation programs to provide feedback and coaching.
• Knowledge of monitoring inbound and outbound communications to observe customer satisfaction.

• This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

• All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.