Service Center Quality Analyst

Fairfax IA-Coralville FL-Jacksonville KS-Lawrence, VA
Feb 22, 2017
Mar 21, 2017
Analyst, IT, QA Engineer
Full Time
Analyzes service needs and performs research and functional analysis using performance information to drive service improvements.

  • Analyzes current service center operations and performance data to identify service improvement opportunities.
  • Performs technical assessments aimed at improving client systems supporting service quality in a contact center environment.
  • Performs functional allocations to identify tasks and their inter-relationships.
  • Researches, identifies, and recommends resources required to support service improvement projects.
  • Recommends specific improvements to processes and tools based on analysis.
  • Develops new service quality processes or updates existing processes to meet client needs.
  • Generates recommendations in the form of technical briefings, reports, and other major documents provided to senior level client personnel.
  • Consults with clients and stakeholders to determine optimum service model.
  • Identifies emerging relevant technologies that may result in improvements to current processes and systems.
  • Writes and updates project documentation including system procedures, presentations, and training materials.
  • Conducts functional validation testing of service quality systems.
  • Provides guidance and work leadership to those supporting the quality function, both internal and client.
  • Maintains current knowledge of relevant technologies and subject areas.
  • Participates in special projects as required.
Education Bachelor's Degree in a related technical discipline, or the equivalent combination of education, professional training, or work experience.


Relative service center certifications (e.g. HDI) desired.

Qualifications 8-10 years of experience overseeing performance and performance improvement in a contact center environment, including multi-channel support.

  • Experience being the primary owner of a service quality system required; hands-on experience implementing a service quality system preferred.
  • Experience using Genesys tools such as Genesys Quality Management or Genesys Interaction Recording strongly preferred.
  • Capability to perform quantitative service center performance analysis is required.
 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.