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Contact Center Quality Assurance Supervisor – REMOTE

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** None

**Public Trust/Other Required:** None

**Job Family:** Customer Service

**Job Description**

+ Supervises assigned Quality Analysts, ensuring productivity, quality, and timely completion of work on assigned projects and departmental goals.

+ Facilitates staff meetings.

+ Assigns and monitors workload and performance of Quality Analysts.

+ Ensures standards for quality interaction monitoring are adhered to and unbiased evaluations of Agent performance are administered.

+ Assists with or conducts training to keep team updated on changes that may occur in information or procedures.

+ Conducts internal audits to ensure evaluation procedures are adhered to by staff.

+ Acts as scoring standard subject matter expert to address questions by staff; obtains answers from appropriate parties, when needed.

+ Provides Quality Analysts coaching regarding accuracy and effectiveness of their quality assignments and conducts timely coaching sessions for improved performance.

+ Reviews and completes determinations for appealed evaluations in timely manner. Coaches Quality Analysts, as appropriate.

+ Conducts evaluations for escalated interactions and when additional resources are needed to meet the weekly evaluation completion metric.

+ Participates in calibration sessions; ensures Quality Analysts complete timely calibration evaluations; addresses inconsistent scoring through coaching. Assists with facilitation exercises, as assigned.

+ Identifies and documents any quality performance issues and escalates them to the Program Manager, as appropriate; works with Program Manager to perform corrective action. Delivers corrective disciplinary action as appropriate, and per company policy.

+ Demonstrates ability to build and maintain a professional government/client relationship.

+ Participates in special projects or tasks as assigned.

**Qualifications**

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

+ Experience with supporting a large federal government contract preferred

+ Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes

+ Five or more years of contact center experience

+ Two or more years of contact center quality monitoring experience

+ Two or more years contact center supervisory experience managing teams up to 10 or more direct reports, preferably as a Quality Lead/Supervisor

**Desired Knowledge, Skills and Abilities**

As an ideal candidate for this role, YOU have:

+ An ability to be self-disciplined and work remote in a quiet, secure location

+ An ability and willingness to learn new software applications

+ Proficiency with MS Office Products: Word, Excel, PowerPoint

+ Knowledge of and experience with contact recording systems (e.g., Genesys)

+ 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 lead others in a team environment, 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

**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.**

**Additional Job Description**

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Contact Center Quality Assurance Supervisor – REMOTE

Full time
Fort Smith, AR

Published on 09/18/2022

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