Call Center Sr Quality Analyst- REMOTE

About the position

Seize your opportunity to make a personal impact as a Customer Service Analyst Senior supporting contact center leadership, with a background in customer service, quality assurance, data analysis, total quality management, and continual service improvement. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. We are looking for a dedicated professional who is customer focused, results oriented, and passionate about quality.

Responsibilities

• Mine data from primary and secondary sources, conducts analysis, produces relevant information that helps executive leadership make informed decisions.
• Communicate trends, patterns and predictions using relevant data.
• Assess quality of contact center personnel and services provided through data analysis.
• Distribute ongoing analysis of contact center key programs such as Quality Assurance.
• Aid in establishing contact center goals, metrics and priorities in line with targets and industry standards for an enhanced customer experience; measure performance against such indicators.
• Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives and implements strategic policies when selecting methods, techniques and evaluation criteria for obtaining results.
• Conducts continual improvement analyses on all aspects of contact center performance by using quality principles and tools; works collaboratively with others to develop corrective action plans.
• Provide support for the creation of Standard Operating Procedures (SOPs), Standard Work Instructions (SWIs), instructional guides and materials, quality scorecards, etc. for contact center roles that will be used to administer Care Center Operations programs.
• Work with the leadership from multiple care centers on lessons learned and continual improvement exercises where needs have been identified.

Requirements

• 10+ years of Contact Center experience
• 5+ years of contact center quality program development experience
• 2+ contact center supervisory experience managing teams up to 10 or more direct reports, preferably as a Quality Lead/Supervisor
• High School Diploma or equivalent; bachelor's degree in business or a related field, preferred
• Proficiency with MS Office (PowerPoint, Word, Excel, etc.)
• Knowledge of and experience with contact recording systems (Quality Monitoring/Evaluation Tool [Genesys Cloud Preferred])
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes

Benefits

• Flex work week options available to own your priorities at work and at home
• 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