Senior Quality Monitor (Call Center)

Jacksonville, FL
May 17, 2017
Jun 07, 2017
Full Time
General Dynamics is looking for a Senior Quality Monitor to join our team in Jacksonville, FL! The Quality Monitor in the Consumer Financial Protection Bureau (CFPB) department conducts quality evaluations to ensure that Customer Service Representatives are performing in accordance with established quality and performance standards. The Quality Monitor reports directly to the Quality Assurance Manager. The Quality Monitor uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The 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 QA evaluation solution for the program, providing context for rating
  • Evaluates interactions with customers or consumers for all contact center channels in multiple channel programs using the appropriate 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 staff 
  • Responds to and reviews score disputes and escalates appropriately
  • Presents training materials to Customer Service Representatives as needed
  • Meet and exceed the daily requirement of evaluations
  • Acts as team player in order for the team to meet QA monitoring workload
  • Participates in calibration and joint monitoring sessions and comply with agreed scoring standards
  • Complies with all customer/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 CFPB employees are required to respond to consumer inquiries via phone, email, or chat as required by volume. This position may be required to move from Quality Monitor duties to responding to calls based on business need
  • High school diploma or GED required, Bachelor’s degree preferred
  • Six months call center quality monitoring experience preferred, one or more years’ experience providing feedback to management level employees preferred 
  • 3-5 years of related experience in call center monitoring, quality assurance, and / or customer service. 
  • Demonstrated customer service, leadership and team interaction skills preferred 
  • Strong typing skills preferred
  • Detail oriented
  • Ability to communicate effectively both verbally and in writing
  • Ability to work in multi-task environment
  • Ability to prioritize and organize work
  • May be required to work off-shift as necessary, to include night and weekend 

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.