Quality Analyst - Senior

3 days ago

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General Dynamics Information Technology

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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.

Enterprise IT • Network Systems Integration • Professional and Technical Services • Training and Simulation • Health

10,000+ employees

Founded 1954

🔒 Cybersecurity

🤖 Artificial Intelligence

📋 Description

• Seize your opportunity to make a personal impact as a Customer Service Analyst Senior supporting contact center leadership • 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 • Conducts continual improvement analyses on all aspects of contact center performance by using quality principles and tools • 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 • Work with the leadership from multiple care centers on lessons learned and continual improvement exercises where needs have been identified

🎯 Requirements

• 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 • 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 • 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

🏖️ Benefits

• 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