• Bilingual Sr. Quality Assurance Specialist

    Job Locations USA-FL-Jacksonville
    Posted Date 2 weeks ago(5/3/2018 11:43 AM)
    Requisition Number
    Number of Positions
    Job Function
    Full/Part Time
    Full Time

    General Dynamics Information Technology is currently looking for a Bilingual Sr. Quality Assurance Specialist to join our team in Jacksonville, FL.  The Bilingual Sr. Quality Assurance Specialist 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 Quality Monitor reports directly to the Quality Assurance Supervisor or Quality Manager.  The Quality Monitor uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence.  The Sr. Quality Assurance Specialist will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as Quality Manuals and Standard Operating Procedures.  



    • Using CQA subject-matter knowledge and judgment, evaluates recorded or live conversations between the CSR and respondent using the QA evaluation solution for the program, providing context for quality ratings
    • Evaluates interactions with CQA respondents for all contact center channels in multiple channel programs using the appropriate quality solutions
    • Provides accurate scoring according to approved criteria definitions, quality standards and standard operating procedures
    • Effectively communicates monitoring results in written format, providing Operations Supervisors with key information to effectively coach CSRs to improve performance
    • Acts as a subject-matter expert, answers questions and assists contact center staff utilizing approved SOPs, training materials or Knowledgebase tools as reference
    • Identifies and communicates call trends with quality management staff; compiles and verifies statistical reports regarding quality metrics for review by quality staff
    • Responds to and reviews score disputes and escalates appropriately, when assigned
    • Fulfills weekly work load assignments, meeting the established performance metrics
    • Acts as team player in order to contribute to team performance goals
    • Participates in calibration and joint monitoring sessions and complies with defined scoring standards
    • Complies with all CSR and respondent data privacy and security requirements
    • Champions quality across the site
    • Carries out additional quality initiatives as directed
    • Handles all other duties as assigned
    • Regular and predictable attendance is required
    • All Senior Quality Monitors are required to respond to respondent inquiries via phone, email, or chat as required by call volume.  (This position may be required to conduct CSR call handling duties based on business need.)


    • Bachelor’s degree or equivalent work experience preferred; High school diploma or GED required


    • A minimum of one year’s experience in call center quality monitoring preferred
    • A minimum of one years’ experience providing feedback , either written or oral, to CSRs and/or management level employees preferred
    • Six months of call center experience required
    • Demonstrated customer service, leadership and team interaction skills preferred
    • Typing ability of at least 30 WPM
    • Basic computer literacy
    • Experience working with a PC and a Windows environment
    • Attention to quality, detail oriented
    • Reading for understanding comprehension
    • Ability to communicate effectively both verbally
    • Must be able to write clearly and professionally
    • Ability to organize simultaneous tasks
    • Ability to prioritize work
    • May be required to work off-shift as necessary, to include night and weekend
    • Security clearance required – position contingent on ability to obtain moderate risk security clearance
    • Must be able to speak and read English clearly; professionally and fluently.
    • Fluency in one of the following languages: Spanish, Chinese Cantonese, Chinese Mandarin, Tagalog, Vietnamese, Korean, Russian, or Arabic 
    • Problem solving/probing question skills
    • Interpersonal skills
    • Ability to work within established contractual turnaround times




    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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