Contact Center Quality Assurance Lead with Security Clearance

Responsibilities

• Using data from the CRM system, audit results, and other sources; perform root cause analysis, determine trends and sources of issues, and collaborate with team to come up with solutions/recommendations and present to the client.
• Monitor and evaluate agents to ensure compliance with quality standards and identify areas for improvement within the Quality Assurance process.
• Proactively and routinely review auditing processes to ensure compliance and identify areas for improvement.
• Work with management and application SMEs, to implement changes that enhance the overall customer experience and satisfy the clients' expectations.
• Develop, implement, and maintain quality assurance guidelines, records and process improvement.
• Analyze performance data and prepare detailed reports on service quality and training effectiveness. Based upon findings from the RCA, make recommendations--when needed--on training follow-ups and changes to the training materials.
• Stay current with agency system information, changes, and updates as needed.

Qualifications

• Bachelor's degree and minimum six years' experience with root cause and trend analysis
• Demonstrated success working on a help desk or service desk program and providing RCA and solutions
• Experience reviewing and updating documents for system implementation training
• Experience using a Help Desk ticketing system such as Salesforce (strongly preferred) or ServiceNow
• Demonstrated experience with and ability to use MS Office products, including advanced use of Excel
• Experience researching problems, analyzing trends, and distributing findings
• Strong customer service, verbal and written communication skills, and troubleshooting skills required; demonstrated success in presenting to clients and obtaining buy-in
• Demonstrated experience working in a team environment that is highly collaborative
• Ability to quickly learn complex business applications and apply this knowledge to assist end users
• ACTIVE SECRET CLEARANCE REQUIRED