Do you have experience as a call-center Quality Monitor? Are you detail Oriented? Are you looking to enhance your resume? If you are Bilingual — English/ Chinese Cantonese; GDIT has a great opportunity for you.
The Senior Quality Monitor in the Census Questionnaire Assistance (CQA) program conducts quality evaluations and audits to ensure that Customer Service Representatives (CSR) are performing in accordance with established quality and performance standards. The Senior Quality Monitor reports directly to the Quality Supervisor or Quality Manager (where structure does not require a Supervisor level). The Senior Quality Monitor uses subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in quality compliance nature and sequence. The Senior Quality Monitor will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as the Quality Monitor Process Manual, CQA Scoring Standards and Standard Operating Procedures (SOPs)..
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
Work may require some physical effort in the handling of light materials, boxes, or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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