National Assistance Center Quality Assurance Specialist

Pipeline requisition – US citizenship required.

About the role

This position serves as a member of the team responsible for ensuring the highest level of quality to FEMA customers through dedicated quality assurance of customer service and information accuracy. The role fosters a quality assurance approach and plan across the program, requiring active engagement in internal calibration sessions, monitoring customer interactions, analyzing quality data to identify trends, and communicating program quality performance. The successful candidate will have experience with quality assurance processes, be a proactive agent for change, possess high energy, have a passion for quality, and be self-motivated.

Responsibilities

• Reviews live and recorded phone calls for customer service and information accuracy
• Writes effective, actionable feedback on customer interaction evaluations
• Facilitates calibration sessions with internal employees and client representatives
• Utilizes Microsoft Excel to report and identify performance trends based on data gathered as part of the quality process
• Represents quality on PMO and Operations meetings
• Uses quality data to make recommendations for improvements
• Prioritizes and meets contractual deadlines
• Maintains a high level of confidentiality regarding employee information
• Works independently and as part of a team
• Communicates proactively any concerns/issues that will impact deliverables and/or business
• Occasionally engages with customers via phone as needed

Requirements

• High School Diploma
• 1+ years of experience in a Call Center environment
• Demonstrated experience communicating with executive-level leadership
• Intermediate proficiency with MS Office Products (Word, Excel, Visio, PowerPoint, & Project)
• US Citizenship

Preferred Qualifications

• 1+ years of experience utilizing Quality Management Systems
• 1+ years of experience with call playback software
• Ability to multi-task, complete tasks without direct supervision, and function in a dynamic, fast-paced environment
• FEMA program experience

Benefits

• 401K with company match
• Internal mobility team dedicated to helping you own your career
• Collaborative teams of highly motivated critical thinkers and innovators
• Ability to make a real impact on the world around you
• Medical, dental, and vision plan options, some with Health Savings Accounts
• Paid time off plans, including vacation, sick, personal time, holidays, paid parental, military, bereavement, and jury duty leave
• 15 days of paid leave per calendar year (prorated based on hire date)
• 10 paid holidays per year (prorated based on hire date)
• GDIT Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12-month period for eligible employees
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance

Pay

The likely hourly rate for this position is between $17.57 - $20.70, depending on experience, geographic location, and contractual requirements.

Schedule

• Scheduled weekly hours: 8
• Travel required: Less than 10%
• Telecommuting options: Remote