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Quality Assurance Supervisor (Part-Time)

Quality Assurance Supervisor (Part-Time)

Requisition Number 
2017-32749
Number of Positions 
1
Job Locations 
USA-UT-Sandy
Posted Date 
11/14/2017
Job Function 
Administration
Full/Part Time 
Part Time

More information about this job

Job Description

Do you have experience as a Quality Assurance Supervisor?  Are you looking for a Part-Time Opportunity?  GDIT is hiring a Part-Time Quality Supervisor for our Sandy, Utah location to support our Census Contract.

 

*Please note, this posting is for future employment*

 

Provides direction and supervision of Quality Monitors conducting quality activities.  Responsible for working with quality staff to achieve contractual requirements for quality, such as the average QA score and weekly completion rates.

  • Supervises assigned Quality Monitors, ensuring productivity, quality, and timely completion of work on assigned projects and departmental goals.
  • Assigns and monitors work;sets schedules.
  • Ensures standards for quality call monitoring are adhered to at the site level.
  • Assists with or conducts training to keep team updated on changes that may occur in information or procedures.
  • Conducts audits to ensure evaluation procedures are adhered to by staff.
  • Adheres to and enforces all GDIT, CQA, and qualityprocesses.
  • Provides Quality Monitor coaching regarding accuracy and effectiveness of their quality assignments, and conducts timely coaching sessions for improved performance.
  • Delivers corrective disciplinary action as appropriate, and per company policy.
  • Maintains quality tracking logs and ensures their accuracy, identifies and documents any quality performance issues and escalates them to the site Quality Manager, as appropriate; works with site QA Manager to perform corrective action
  • Analyzes quality reports and participates in strategic planning sessions for continual service improvement
  • Assists in implementing quality initiatives with call center operations and training staff.
  • Conducts call evaluations when additional resources are needed to meet the weekly evaluation completion metric
  • Actively participates in calibration sessions; ensures Quality Monitors complete timely calibration evaluations; addresses inconsistent scoring through coaching.
  • Participates in special projects or tasks as assigned.

Education

  • Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
  • 5-8 years of related experience in call center monitoring, quality assurance, and/or customer service.

Qualifications

  • Minimum of two years contact center supervisory experience, preferably as a Quality Supervisor.
  • Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
  • Effective supervisory skills.
  • Excellent organizational, teamwork, and customer service skills.
  • Effective oral and written communication skills.
  • Proficiency with MS Office Products: Word, Excel, PowerPoint required.
  • Knowledge of and experience with contact recording systems (Ie. Genesys, NICE, Verint) preferred
  • Ability to manage to established contractual turnaround times
  • Clearance / Background investigation requirements may include the Applicant Name Check,the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position.
  • Fluency in English required
  • Bilingual fluency in any of the targeted foreign languages listed is preferred but not required:  Chinese Cantonese, Chinese Mandarin, Tagalog, Vietnamese, Korean, Russian, or Arabic  (will be required to pass a language skills assessment test)

 SKILLS AND ABILITIES

  • Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit
  • Must be able to respond professionally to difficult or tense calls/situations that may arise out of daily duties.
  • Ability to communicate effectively both verbally and in writing
  • Ability to prioritize and complete tasks within established contractual service levels required
  • Must have demonstrated leadership skills and good interpersonal skills
  • Demonstrated oral and written communication skills
  • Proven ability to work as a team member
  • Must be able to type at least 30 words per minute (WPM)

WORKING CONDITIONS

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 - Minorities/Females/Protected Veterans/Individuals with Disabilities.

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