Contact Center Quality Coordinator

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Quality Assurance

Job Qualifications:

Skills:

Call Center, Call Center Quality Assurance, Contact Center Services, Customer Service Programs, Service Quality Assurance

Certifications:

None

Experience:

8 + years of related experience

US Citizenship Required:

No

Job Description:

Seize your opportunity to make a personal impact as a Quality Coordinator responsible for ensuring the success and continuous improvement of a federal Contact Center's (CC) Quality Assurance (QA) program. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Quality Coordinator you will help ensure today is safe and tomorrow is smarter. Our work depends on Quality Analyst Advisor joining our team to improve the quality of customer service.

HOW A QUALITY ANALYST ADVISOR WILL MAKE AN IMPACT
● Develops and applies quality standards in accordance with company and customer requirements. Develops and conducts related tests
● Develop and implement the Quality Plan, in collaboration with other key personnel and integral CC staff.

● Work closely with the Supervisory Information Specialist to identify and implement coaching opportunities and other areas of improvement.

● Collaborate with the PD and CCM to review performance trends and opportunities, identify training needs of staff, and training improvements to initial and ongoing training programs.

● Ensure that customer experience and feedback data are continually integrated into the QA program.

● Perform root cause analysis and implement solutions and continuous improvements to the program.

● Assist in drafting a monthly action and improvement report that will include recommendations regarding content, QA, CSAT, training, etc.

WHAT YOU’LL NEED TO SUCCEED:
● Education: Masters of Science preferred but not required.
● Required Experience: 8+ years of related experience including 2 or more years experience leading QA functions in a contact center or as a Supervisor in a multi-channel, bilingual contact center.

● Demonstrated experience and knowledge of quality management discipline including: principles. methods, tool development, evaluation, QA, and related technology.

● Excellent written and verbal communication skills.

● Leadership skills with the ability to mentor, evaluate, and manage staff.
Additional:
● Location: Remote, with some travel required.

GDIT IS YOUR PLACE:
● 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

The likely salary range for this position is $119,862 - $162,166. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

10-25%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans