FSD Contact Center Quality Assurance Analyst

Position Summary:

We are seeking an experienced and mission-driven Quality Assurance Analyst to support a team of help desk agents in a virtual contact center, while ensuring exceptional performance and compliance with service level agreements for our government clients. This role involves overseeing and evaluating the quality of interactions handled by the remote contact center agents, with a focus on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement. The ideal candidate will have a strong commitment to NTI's mission of creating inclusive employment opportunities and will demonstrate leadership in promoting a culture of wellness, collaboration, and innovation.

Salary: Approximately $50k per year.

Essential Duties and Responsibilities:

Team Leadership & Development:

• • Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service.
  • Provide guidance, training, and mentoring to Help Desk agents on best practices for ensuring quality standards are met in customer interactions.
  • Develop and deliver ongoing coaching to agents based on quality assessments, ensuring agents understand and apply feedback to improve their performance.

Operational Excellence:

• • Ensure quality assurance processes are effectively applied across inbound contacts, ensuring consistency in service delivery and compliance with standards.
  • Monitor and evaluate call, chat, webform and ticketing data to identify trends, areas for improvement, and potential gaps in service quality
  • Analyze quality metrics and collaborate with the operations team to implement improvements in both agent performance and customer experience.

Performance Management & Reporting:

• • Assist the Project Manager in compiling and analyzing performance data, including quality scores, compliance, and service level metrics, to generate reports for contract performance.
  • Provide detailed feedback to agents regarding their performance and create action plans for improvement.
  • Report on quality trends, identify systemic issues, and recommend corrective actions to senior leadership.

Collaboration & Escalation:

• • Work closely with Project Manager to identify and escalate issues requiring executive-level attention.
  • Facilitate clear and effective communication across teams to ensure alignment on quality standards, performance expectations, and continuous improvement initiatives.

Compliance & Continuous Improvement:

• • Recommend improvements to telephony, ticketing systems, and self-help tools based on quality findings to enhance overall service delivery.
  • Conduct regular audits of customer interactions to ensure compliance with service level agreements and quality standards

Other Duties:

• • Perform additional responsibilities as assigned to support organizational goals.

 

Minimum Requirements:

• Must pass a Federal Background check.
• Proven ability to analyze and evaluate agent behavior in context with program requirements.
• Ability to comprehend, educate, and enforce relevant policies/procedures.
• Self-directed, highly motivated change agent
• Manage priorities in a fast-paced environment
• Proficient in Microsoft products
• Excellent communication skills
• Proven analytical thinker
• Excellent technical skills
• Must be comfortable working while being on camera.

Preferred Requirements:

• 1-3 years of QA experience in a Contact Center environment is considered a plus
• 1-3 years of QA experience on government contracts is considered a plus
• ISO-9001/Lean Six Sigma experience is considered a plus

Special Position Requirements:

• Flexibility on shifts is needed to ensure complete coverage is provided.

Home office Requirements:

• All Computer equipment provided by the client.
• Office setup in a quiet space in the home.
• Private space to prevent the sharing of caller information from other members of the household.

Internet Requirements:

• Reliable high-speed internet with the ability to be hardwired if needed.
• Internet speed requirements with a landline phone are a minimum of 3 Mbps download speed, and 1 Mbps upload speed.
• Internet with VOIP or Cable phone systems must have a download speed above 3 Mbps, upload speed above 6 Mbps, and PING below 100 Ms.

Physical Demands:

While performing the duties of this job, the employee is required to stand or sit, use hands to finger, handle or feel objects, and type on a keyboard. The employee must also be able to reach with hands and arms, balance, speak clearly, and hear. Specific vision abilities required by the job include close vision depth perception, and the ability to adjust and focus.

Work Environment:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is working from the quiet of their home office. No background noise such as TV, dogs barking, cell phone ringing, people talking, etc. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.

EOE Disability/Vets:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.