| Call Center SQA Analyst |
Job Location:
Metro Area: |
Greenbelt, MD
DC - Washington/Metro
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Category: |
Support Cast
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Contact Info |
Company Name: Vangent, Inc
| Address: |
2450 Oakdale Blvd
Coralville,
IA 52241
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Website:
Click to Visit
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Contact Name: Ryan O'Leary
Phone: 319-665-7778
Fax: 319-665-7684
Apply: Submit Resume Now
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Job Description:
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Please submit resumes to Ryan.O'Leary@vangent.com
Vangent is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial, education, and healthcare organizations.
Vangent is a diverse, prosperous and rewarding place to work, where our employees are provided with competitive benefits, educational assistance and career growth opportunities.
Every employee is valued for their talents and contributions, and takes pride in doing work that shapes the impact of services to our customers, aiding in the overall success of the company.
Vangent is an Equal Opportunity Employer M/F/V/D.
Position Responsibilities:
¿ Acts as a qualified and knowledgeable resource to the site SQA staff regarding the standards and processes for call monitoring, coaching, calibration, reporting, trending, continual improvement and other quality initiatives.
¿ Provides support to the Central Lead SQA Manager and is prepared to provide oversight in the absence of the Lead Quality Manager.
¿ Supports the Lead SQA manager and team in all call monitoring activities.
¿ Ensures standards for quality call monitoring are adhered to at the site level.
¿ Generates statistical reports, compiles or merges data, and conducts data analysis of SQA monitoring results
¿ Prepares SQA Reports, Dashboards and Scorecards for distribution
¿ Assists in preparing SQA monitor schedules at the site level, in order for the site and enterprise to meet the daily SLA of call evaluations
¿ On a daily basis, assists with the assigning the SQA workload at the site and enterprise level
¿ Effectively manages the SQA workload to meet the daily SLA of call evaluations at the site and enterprise levels.
¿ EyeQ 360 account management
¿ Monitors the SQA evaluation deletion requests
¿ Records and maintains performance statistics and analyses
¿ Participates in calibration sessions at the enterprise and site level
¿ Facilitates calibration sessions when called upon
¿ Administers the escalation process and executive appeals
¿ Acts as the Vendor Management Liaison
¿ Conducts ¿Audit the Auditor Assessments¿
¿ Acts as the backup to other central SQA staff to cover shifts
¿ Provides site SQA Managers feedback about the accuracy and effectiveness of the call monitors completed at their site. Mentors or coaches for improved SQA monitor performance.
¿ Performs general supervisory duties for the central SQA team (may include attendance or other statistical tracking)
¿ Identifies and documents any quality issues that arise within daily operations and escalates them to the central (Lead) SQA manager, as appropriate.
¿ Conducts call evaluations when additional resources are needed to meet the daily SQA monitoring quotas.
¿ Data harvesting and miscellaneous administrative support duties.
¿ Champions quality across the enterprise.
Qualifications:
Bachelor¿s degree preferred, high school diploma or GED required
¿ Familiarity with quality management principals and tools required, one or more years experience preferred
¿ Minimum of one year call center experience required
¿ Statistical analysis experience, one or more years preferred
¿ Minimum of 1 year experience in using MS Excel, Word and PowerPoint required
¿ 6 months supervisory or leadership experience preferred
¿ Familiarity in quality call monitoring and auditing performance
¿ Familiarity in quality call monitoring with workforce management processes and tools preferred
¿ Demonstrated customer service, leadership and team interaction skills are required
¿ Ability to communicate effectively both verbally and in writing.
¿ May be required to work off-shift as necessary, to include nights and weekends
¿ Detail oriented
¿ Ability to work in multi-task environment
¿ Ability to prioritize and organize work
¿ Security Clearance required--position contingent on ability to obtain moderate risk security clearance
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