Sr. Quality Assurance Specialist

Alexandria, VA
Mar 17, 2017
Mar 30, 2017
IT, QA Engineer
Full Time
General Dynamics is looking for a Sr. Quality Monitor.


The Sr. Quality Monitor will conduct Quality Assurance (QA) evaluations to ensure that Customer Service Representatives are performing in accordance with established quality and performance standards. The Sr. Quality Monitor uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The Sr. Quality Monitor 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.



Evaluates recorded conversations between the agent and caller using the Sr QA evaluation solution for the program, providing context for ratings Evaluates interactions with customers or consumers for all contact center channels in multiple channel programs using the appropriate Sr QA solutions Provides accurate scoring according to approved criteria definitions, quality standards and standard operating procedures (SOPs) Effectively communicates results to agents both verbally and in written format, providing agents a path to appropriate reference materials for additional guidance Answers questions and assists contact center staff utilizing approved SOPs or Knowledgebase tools as reference Identifies and communicates call trends with contact center management staff; compiles and verifies statistical reports regarding quality metrics for review by contact center staffResponds to and reviews score disputes and escalates appropriatelyPresents training materials to Customer Service Representatives as neededMeet and exceed the daily requirement of evaluations. Acts as team player in order for the team to meet Sr QA monitoring workloadParticipates in calibration and joint monitoring sessions and comply with agreed scoring standardsComplies with all customer/data privacy and security requirements.Champions quality across the siteCarries out additional quality initiatives as directedHandles all other duties as assignedRegular and predictable attendance is required Education
  • High School diploma or GED required
  • Bachelor's Degree preferred
Qualifications EXPERIENCE:


2-3 years training experience, evaluating staff, providing feedback, and coaching staff in a contact center to maintain call quality. Demonstrated customer service, leadership and team interaction skills preferred Strong typing skills preferredDetail orientedAbility to communicate effectively both verbally and in writingAbility to work in multi-task environmentAbility to prioritize and organize workMay be required to work off-shift as necessary, to include night and weekendSecurity clearance required – position contingent on ability to obtain moderate risk security clearance.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. Headquartered in Fairfax, Va., with major offices 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.