REQ#: RQ201307Public Trust: Other Requisition Type: Pipeline Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

Seize your opportunity to make a personal impact as a Quality Coordinator responsible for ensuring the success and continuous improvement of a federal Contact Center's (CC) Quality Assurance (QA) program. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Quality Coordinator you will help ensure today is safe and tomorrow is smarter. Our work depends on Quality Analyst Advisor joining our team to improve the quality of customer service.

HOW A QUALITY ANALYST ADVISOR WILL MAKE AN IMPACT
● Develops and applies quality standards in accordance with company and customer requirements. Develops and conducts related tests
● Develop and implement the Quality Plan, in collaboration with other key personnel and integral CC staff.

● Work closely with the Supervisory Information Specialist to identify and implement coaching opportunities and other areas of improvement.

● Collaborate with the PD and CCM to review performance trends and opportunities, identify training needs of staff, and training improvements to initial and ongoing training programs.

● Ensure that customer experience and feedback data are continually integrated into the QA program.

● Perform root cause analysis and implement solutions and continuous improvements to the program.

● Assist in drafting a monthly action and improvement report that will include recommendations regarding content, QA, CSAT, training, etc.

WHAT YOU’LL NEED TO SUCCEED:
● Education: Masters of Science preferred but not required.
● Required Experience:

8+ years of related experience including 2 or more years experience leading QA functions in a contact center or as a Supervisor in a multi-channel, bilingual contact center.Demonstrated experience and knowledge of quality management discipline including: principles. methods, tool development, evaluation, QA, and related technology.Excellent written and verbal communication skills.Leadership skills with the ability to mentor, evaluate, and manage staff.

Preferred:

Six Sigma, Certified Quality Management Professional (CQMP) or similar Quality certification desired. 

Additional:
● Location: Remote, with some travel required.

GDIT IS YOUR PLACE:
● 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